Director of Customer Support

Job Summary

Leading a global customer support organization, the full-time salaried Director of Customer Support will transform reactive support into proactive partnerships, focusing on first contact resolution and team wellbeing while managing a diverse remote team across multiple regions.

Key responsibilities

• Oversee first contact resolution, response and resolution times, customer satisfaction (CSAT), and retention metrics
• Rebuild team health and morale while managing high-pressure situations and driving performance improvements
• Implement AI-assisted support solutions, ensuring they enhance rather than hinder customer interactions

Required qualifications

• 8+ years in customer support or service, with at least 4 years in leadership roles
• Bachelor's degree or equivalent experience in hospitality, business, or technology
• Experience in scaling high-volume support functions through significant change
• Proven crisis management skills with cross-functional alignment experience
• Experience leading distributed teams across multiple regions and cultures