Director of Customer Support Operations

Job Summary

Leading the AI-augmented customer support vision, the full-time Director of Customer Support Operations will oversee the execution of a Tier 0 AI-first support strategy, manage distributed contact center teams, and drive innovation in customer support processes while collaborating with cross-functional teams.

Key responsibilities

• Champion and execute a Tier 0 AI-first support strategy, integrating intelligent virtual agents and self-service tools
• Own the end-to-end customer support experience across all product lines and build a customer-obsessed frontline support team
• Innovate and optimize customer support processes, partnering with Product and Engineering to enhance the customer experience

Required qualifications

• 10+ years of experience in customer support operations or customer experience leadership, with at least 3 years in a director-level role
• Demonstrated experience in building or scaling AI-augmented support models, including chatbot deployment and self-service strategies
• Established track record of exceeding targets and KPIs in complex, multi-channel support environments
• Proven ability to motivate and lead global teams, both internal and outsourced
• Experience managing contact center partnerships, with a preference for backgrounds in fintech, SaaS, or high-growth technology companies