Director of Support
Job Summary
Leading a 23-person global support organization, the full-time salaried Director of Support will manage operational excellence, refine performance metrics, and oversee the integration of AI tools to enhance customer service in a remote environment.
Key Responsibilities
- Lead and develop the support team, driving operational metrics such as first reply time and requester wait time
- Own the administration and reporting of Zendesk, ensuring effective tracking of support metrics
- Oversee the implementation and evolution of AI tools like Swift CX to improve support workflows and customer interactions
Required Qualifications
- 7+ years of experience in leading technical or customer support functions in B2B SaaS, with experience managing teams of 20 or more
- Proven track record of scaling support organizations during periods of rapid growth
- Extensive hands-on experience with Zendesk administration and reporting
- Strong analytical skills to identify patterns in ticket and escalation data
- Comfortable engaging directly with customers and utilizing AI tools to enhance workflows
Complete Job Description
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