Senior Director of Customer Support
Job Summary
Leading a high-performing global team, the full-time salaried Senior Director of Customer Support will redefine customer support in an AI-driven environment by owning support outcomes, leveraging AI for operational efficiency, and ensuring customer adoption of the platform.
Key responsibilities
- Own the full support outcome from first contact to platform adoption, addressing root causes and collaborating with cross-functional teams
- Lead and develop a global support team focused on enhancing customer value and engagement with the platform
- Implement AI-assisted workflows and maintain a best-in-class knowledge base to improve support efficiency and customer self-service capabilities
Required qualifications
- 10+ years of experience in building and leading technical support teams in multi-geo or virtual environments
- 5+ years in a SaaS organization with a proven track record of improving customer adoption and platform usage
- Experience implementing AI in support environments, including knowledge base automation and self-service deflection programs
- Demonstrated ability to lead teams through culture change and build new capabilities
- Hands-on expertise with support tools such as Zendesk and AI platforms like Claude or OpenAI
Complete Job Description
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