Job Description
About the Role
At the heart of every great brand is an exceptional customer experience — one that transforms service into loyalty, and loyalty into advocacy. As customer expectations continue to evolve, we’re looking for a visionary Director of Customer Support to redefine how we deliver value, empathy, and excellence across every interaction.
In this high-impact role, you will lead our global customer support organization, shaping its strategy, scaling its operations, and inspiring a culture of customer-centric innovation. Reporting directly to the Vice President of Operations, you will oversee teams that manage support operations, service excellence, customer retention, and escalation management across multiple geographies.
The ideal candidate is both analytical and human-centered — someone who can design scalable systems while understanding the emotional pulse of the customer journey. You’ll leverage data, AI-driven tools, and operational best practices to enhance efficiency, resolution speed, and customer satisfaction.
This is an opportunity to join a purpose-driven company that believes in transforming customer support from a function into a strategic growth engine — where every interaction builds trust, insight, and long-term relationships.
Principal Duties and Responsibilities
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Define and execute the global customer support strategy, focusing on excellence, scalability, and customer satisfaction.
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Lead cross-functional initiatives to improve response times, resolution quality, and overall customer experience.
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Oversee the operations of multi-channel support environments (phone, chat, email, and digital self-service).
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Utilize data analytics, automation, and AI to identify trends, measure team performance, and drive continuous improvement.
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Build and mentor high-performing support teams, cultivating a culture of accountability, empathy, and empowerment.
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Partner with Product and Engineering teams to ensure customer feedback informs innovation and feature development.
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Develop and maintain support KPIs and SLAs, ensuring measurable improvement in efficiency and satisfaction.
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Oversee the escalation process for high-value accounts, ensuring timely and effective resolution.
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Drive global alignment on support policies, training programs, and customer communication standards.
Qualifications: What We’re Looking For
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10+ years of experience in Customer Support, Customer Success, or Operations leadership within a technology or SaaS organization.
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Proven ability to lead large, distributed support teams and deliver measurable improvements in CSAT, NPS, and resolution metrics.
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Deep understanding of CRM, ticketing, and automation platforms such as Salesforce Service Cloud, Zendesk, or Freshdesk.
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Experience implementing AI-driven support tools, self-service portals, and omnichannel workflows.
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Bachelor’s degree in Business, Communications, or related field (MBA preferred).
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Strong analytical mindset with experience using data for decision-making and forecasting.
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Exceptional communication and stakeholder management skills — from C-suite to frontline employees.
Strategic Support
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Partner with the Chief Experience Officer (CXO) and executive leadership to develop a unified customer experience strategy.
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Collaborate with Marketing, Product, and Engineering to ensure support insights drive innovation and retention.
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Influence organizational design and resource planning for long-term customer success.
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Champion operational excellence and continuous improvement through metrics, automation, and employee development.
Working Conditions
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Hybrid or remote flexibility with travel to customer success centers and leadership summits as needed.
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Fast-paced, people-focused culture built around innovation, empowerment, and results.
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Collaboration across time zones with global teams supporting enterprise customers.
Essential Job Function
The Director of Customer Support is responsible for leading the organization’s mission to deliver frictionless, data-driven, and emotionally intelligent customer support experiences — ensuring every touchpoint reinforces brand trust and long-term value.
Bonus Points If You Have
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Experience in AI/ML integration for support operations or chatbots.
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Strong background in Enterprise SaaS support, B2B client management, or global scaling.
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Certification in Customer Experience (CCXP) or Lean Six Sigma.
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Proven record of building Customer Support teams recognized as industry benchmarks.
Innovation Is in Our Blood
We don’t believe in reactive support — we build proactive, predictive systems powered by technology and empathy. Our teams reimagine what customer care means in the digital age, merging automation with the human touch to create seamless experiences that delight at scale.
We Do What We Say
Commitment is more than a promise — it’s our culture. We own our outcomes, celebrate transparency, and measure success not just in metrics, but in relationships. Every solution we deliver is rooted in accountability and purpose.
What We Offer
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Compensation Package: $235,000 – $365,000 + annual performance bonus + equity incentives.
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Comprehensive Benefits: Health, dental, and vision insurance, plus 401(k) with matching and executive well-being programs.
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Leadership Development: Executive training, mentorship, and pathways toward VP-level growth.
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Hybrid Work Flexibility: Work remotely with quarterly leadership gatherings.
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Recognition and Rewards: Quarterly performance bonuses and global leadership awards.
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Inclusive Culture: A diverse, collaborative workplace that values integrity, innovation, and impact.