Director of Customer Support

Job Summary

A company is looking for a Director, Customer Support.

Key Responsibilities

• Own the strategy and execution for scaling intelligent self-service and AI-assisted support
• Lead day-to-day support operations, ensuring SLA adherence and performance monitoring
• Design and manage a consistent support experience across all channels while building proactive support capabilities

Required Qualifications

• 7+ years in customer support or customer experience leadership, with 3 years in a Director-level role at a B2B SaaS company
• Experience leading intelligent support transformations, including self-service and AI-assisted support
• Proven track record of improving self-service utilization and customer satisfaction metrics
• Strong people leadership experience managing geographically distributed support teams
• Data fluency with experience in building dashboards and interpreting support metrics