Director of Partner Support

Job Summary

Leading the transition to an in-house, AI-augmented support team, the full-time remote Director of Partner Support will manage team performance, oversee AI agent operations, and ensure a best-in-class partner experience while collaborating cross-functionally with various departments.

Key responsibilities

• Determine the future of the support team, setting performance standards and managing escalations
• Maintain the AI agent workforce, monitoring accuracy and deflection rates while deciding the balance between human and AI support
• Curate the Help Center content and produce training materials to enhance partner support and engagement

Required qualifications

• 10+ years of experience in B2B support functions with accountability for support quality and outcomes
• 5+ years of experience in people management, including hiring and performance management of teams
• Proven experience in building and maintaining AI agents in a live production environment
• Experience managing vendor/BPO relationships
• Strong technical knowledge to effectively collaborate with engineering teams and translate support trends into actionable insights