Director of Customer Support

Job Summary

Leading the global service delivery operations, the full-time salaried Director of Customer Support will manage Tier 2 and Tier 3 support teams, ensuring efficient technical support delivery while collaborating with Engineering and Product teams, and may work remotely or onsite.

Key responsibilities

• Oversee advanced technical support delivery, ensuring teams are equipped to resolve complex inquiries efficiently
• Act as the primary liaison between Customer Support and Product/Engineering, using support data to influence product improvements
• Manage team performance against key metrics, focusing on customer satisfaction and resolution rates

Required qualifications

• A minimum of 5 years of senior leadership experience in a high-volume customer or technical support center
• Proven experience in a SaaS environment, with a strong understanding of Small and Medium-Sized Businesses (SMBs)
• Strong capability in managing partnerships with technical groups, including Engineering and Product
• Demonstrated ability to lead diverse teams across multiple locations, including onshore and offshore
• Experience in collaborating with business process outsourcers (BPOs) to ensure high-quality service outcomes