Senior Director of Customer Support
Job Summary
To elevate customer service as a strategic lever for product excellence, the full-time remote Senior Director of Customer Support will manage the end-to-end support system, drive operational excellence, build and scale a technically-oriented support organization, and influence product direction through data-driven insights.
Key responsibilities
- Own SLA and case-resolution performance, ensuring high customer satisfaction and timely resolutions
- Redefine the support hiring profile and develop a credible career ladder for technical support professionals
- Translate support data into prioritized recommendations, partnering with Product Leadership to influence product direction
Required qualifications
- 7+ years of experience in building or scaling technical support organizations or consumer product services in software or SaaS companies
- Proven track record of managing functions against SLAs and systematically improving performance
- Deep people management experience with a focus on developing high-performing teams
- Experience in building support career ladders that retain technical talent
- Technical credibility with the ability to engage with engineering teams effectively
Complete Job Description
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