Director of Customer Support

Job Summary

To enhance customer experience, the full-time salaried Director of Customer Support will lead the management team across the US, UK, and Australia, define the support operating model, and manage the budget while designing a premium support offering.

Key responsibilities

• Manage Support Managers and develop leadership standards across multiple regions
• Define and implement the support operating model, including tier design and regional coverage
• Oversee budget management and capacity planning to align staffing with support volume and performance goals

Required qualifications

• Experience leading a B2B SaaS support or CX organization through significant operational changes
• Several years of experience managing teams and developing leaders
• Proven track record in managing support budgets and capacity models
• Experience deploying AI in a support context with a focus on quality and operational efficiency
• Familiarity with data-heavy products and the challenges associated with integration and discrepancies