Director of Customer Support

Job Summary

To support a growing customer base, the full-time remote Director of Customer Support will lead the development of a high-performing support organization, focusing on frontline support, technical operations, and customer education while implementing AI-driven solutions.

Key responsibilities

• Lead and develop a team of support managers and frontline staff while setting the technical standards for the organization
• Define and execute the strategy for scaling Customer Support, including processes and systems to manage growth effectively
• Oversee support engineering, managing technical issues and ensuring effective communication with customers and internal teams

Required qualifications

• 8+ years of experience in Customer Support, Customer Experience, or Customer Operations within a SaaS environment
• 3+ years of experience leading and building high-performing support teams
• Proven experience implementing AI solutions in a support context
• Strong understanding of support operations, workforce planning, and service delivery best practices
• Exceptional leadership and analytical skills, with a focus on data-driven decision-making