Director of Support Services

Job Summary

A company is looking for a Director of Support Services to lead and scale their Customer Support & Operations function.

Key Responsibilities

• Lead and scale a multi-tiered Customer Support organization, including Help Desk and Technical Support
• Manage 24x7x365 support operations and oversee Help Desk performance to ensure timely issue resolution
• Drive continuous improvement of support processes, workflows, and tools while monitoring key support metrics

Required Qualifications

• 6-10 years of experience in Customer Support, Technical Support, or Support Operations within a SaaS or technology environment
• 2-5 years of experience managing or leading support teams, including Tier 1 and/or Tier 2 support
• Hands-on experience managing ticketing systems and support workflows
• Proven ability to manage ticket queues, backlogs, and prioritization in a fast-paced environment
• Bachelor's degree or equivalent practical experience