Director of Customer Support
Job Summary
Leading a global Customer Support function, the full-time Director of Customer Support will establish service excellence standards, enhance technical support capabilities, and drive continuous improvement initiatives in a remote environment.
Key responsibilities
- Build and maintain a responsive global support operation with clear accountability and service levels
- Track and report support KPIs to senior leadership, focusing on response times, resolution times, and customer satisfaction
- Develop training materials and processes to enhance support quality and implement AI-assisted workflows for improved efficiency
Required qualifications
- Leadership experience in customer support or technical support within a B2B SaaS company
- Experience in building and scaling global support operations
- Strong technical aptitude with the ability to address complex customer issues
- Demonstrated experience in managing SLAs, escalation processes, and support performance standards
- Practical understanding of AI-enabled support workflows and automation
Complete Job Description
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