Director of Customer Support

Job Summary

A company is looking for a Director, Customer Support.

Key Responsibilities

• Define and implement a company-wide support strategy focusing on scalability, efficiency, and customer experience
• Establish partnerships with Engineering and Product teams to enhance issue resolution and feedback processes
• Drive the adoption of new tools and automation technologies to optimize support operations

Required Qualifications

• 10-12+ years in customer support or support operations with director-level experience
• Proven experience in scaling support organizations through process improvement and automation
• Experience collaborating with Engineering/Product teams on issue resolution and platform improvements
• Leadership in digital transformation initiatives within support, such as AI and self-service
• Expertise in support operations, technology, and workflow optimization