Senior Director of Customer Support
Job Summary
Leading the transformation of the Customer Support organization, the full-time Senior Director of Customer Support will develop and execute innovative strategies to enhance operational efficiency and elevate service quality while ensuring an exceptional customer experience.
Key responsibilities
- Own the end-to-end Customer Support process, including Tier 1-2 support and knowledge management
- Set and manage key performance metrics such as CSAT, response times, and cost per ticket
- Redesign workflows and implement automation tools to improve support operations and data quality
Required qualifications
- 7+ years in customer support, with at least 3 years in a leadership role, preferably in a B2B SaaS environment
- Proven track record of achieving measurable results in customer support metrics
- Hands-on experience with automation and AI deployment in support functions
- Experience in translating support data into actionable product priorities
- Familiarity with modern support platforms (e.g., Zendesk) and CRMs (e.g., Salesforce)
Complete Job Description
The complete job description is available to members. Premium membership includes:
Full access to 41,560 remote jobs from human-vetted companies, updated daily
Resume Builder - AI-powered tool to craft, enhance, and tailor your resume to a specific job
Twice-monthly live group coaching and the full Remote Career Center
20% member discount on Career Services
Backed by a 30-day money-back guarantee
Company Company Name
Headquarters Headquarters
Founded Founded
Website
The company description is available to members. Go Premium for full access to every job and company profile in our remote jobs database, backed by a 30-day money-back guarantee.
