Director of Support Operations

Job Summary

A company is looking for a Director of Support Operations to lead support systems and enhance the customer experience.

Key Responsibilities

• Develop and improve support operations, including documentation, training, and quality programs
• Lead project management initiatives to enhance support operations and implement system improvements
• Analyze support data to identify trends and drive operational improvements

Required Qualifications

• 7-10+ years of experience in customer support or operations roles, with at least 5 years in leadership positions
• Hands-on expertise with Zendesk system design and administration
• Experience in both startup and mid-market SaaS environments
• Project Management Certification (e.g., PRINCE2, PMP)
• Familiarity with workforce management tools and processes