Director of Customer Support

Job Summary

A company is looking for a Director, Customer Support.

Key Responsibilities

• Develop and execute strategies for intelligent self-service and AI-assisted support
• Oversee daily support operations and performance management across multiple segments
• Lead, coach, and develop support managers and frontline agents to foster a high-performance culture

Required Qualifications

• 7+ years in customer support or experience leadership, with at least 3 years in a Director-level role at a B2B SaaS company
• Experience leading intelligent support transformations and measuring outcomes
• Proven track record of improving self-service utilization and support metrics
• Hands-on experience in building and scaling knowledge management functions
• Strong leadership skills with experience managing geographically distributed teams