Director of Customer Support

Job Summary

Building and leading a high-performing support organization, the full-time Director of Customer Support will manage over 20 support managers and engineers, focusing on delivering technical assistance to manufacturing customers while driving down resolution times and implementing AI-powered tools in a remote-first environment.

Key Responsibilities

• Lead the reorganization of Tier 1 and Tier 2 support teams, establishing performance standards and accountability
• Own support quality and customer effort, reducing repeat contacts and managing escalations for critical incidents
• Integrate AI tools to enhance productivity and serve as the liaison between support and product/engineering teams

Required Qualifications

• 8+ years in customer or technical support, with 4+ years in a director-level role managing teams of 15 or more
• 3+ years of experience in SaaS, HaaS, IoT, or predictive maintenance sectors
• Proven track record in building high-performing support organizations and achieving measurable gains in customer satisfaction and service level agreements
• 2+ years of experience leading remote or follow-the-sun teams, with an emphasis on Latin America experience
• Technical fluency in diagnostics, data analytics, and AI integration within support workflows