Director of Product Support

Job Summary

A company is looking for a Director of Product Support to design and scale a high-performing support organization.

Key Responsibilities

• Lead a team of support professionals, establishing clear expectations and measurable outcomes
• Design and implement a scalable support operating model and optimize the use of Zendesk
• Define KPIs and develop reporting mechanisms to drive continuous improvement and actionable insights

Required Qualifications

• 7-10+ years in technical support with 3-5+ years in a leadership role
• Proven experience in building and scaling support organizations
• Deep expertise in Zendesk configuration and operational leverage
• Strong analytical skills with experience in KPI design and trend analysis
• Experience in supporting both SMB and enterprise clients with differentiated SLA models