Director of Support

Job Summary

A company is looking for a Director of Support who will focus on rebuilding and enhancing the support structure for long-term success.

Key Responsibilities

• Review and redesign the current Support structure, case flow, and metrics
• Manage Tier 1 and Tier 2 teams, focusing on ownership, speed, and quality
• Launch automation and AI projects to improve efficiency and customer interactions

Required Qualifications

• 7+ years in technical or customer support, with at least 3 years in a leadership role
• Experience with Salesforce ISV, consulting partners, or integration apps
• Proven ability to rebuild or redesign support processes and systems
• Familiarity with AI or automation tools
• Curious and proactive mindset with a builder's mentality