Senior Director of Support

Job Summary

Leading the SMS support team, the full-time Senior Director of Support will build and scale a high-performing organization, manage operational excellence, and drive client satisfaction while working remotely.

Key responsibilities

• Provide leadership, coaching, and performance management for the SMS support staff
• Define and enforce SLAs, monitor performance metrics, and manage incident response protocols
• Drive client satisfaction by serving as the escalation point for complex issues and advocating for product improvements

Required qualifications

• 7+ years of experience in SaaS support, including 3 years in a senior leadership role
• Proven ability to build and scale support organizations during growth or change
• Strong operational background with experience in SLA design and ticket management systems
• Demonstrated success in driving customer satisfaction improvements and reducing escalation rates
• Experience evaluating or implementing AI tools within a support environment