Director, Customer Support

About the Role

This senior leadership position at a growing organization plays a pivotal role in shaping and managing the customer support division. The company is undergoing exciting product expansion, offering a unique opportunity to impact millions of users while accelerating your professional growth in collaboration with highly skilled colleagues.

Key Responsibilities

• Formulate and implement a comprehensive customer support plan that aligns with the company's objectives by focusing on customer satisfaction, retention, and operational excellence.
• Provide leadership and mentorship to customer support teams, cultivating a culture of teamwork, accountability, and ongoing improvement.
• Manage day-to-day operations across multiple support platforms such as email, chat, phone, and in-app communication to ensure prompt and quality customer interactions.
• Develop, track, and report on essential support metrics including response times, customer satisfaction scores (CSAT), Net Promoter Scores (NPS), ticket backlogs, and escalation frequencies.
• Work closely with departments such as Customer Success, Product, Engineering, and Sales to represent the customer perspective and enhance both product offerings and support experiences.
• Analyze support data and customer feedback to detect patterns, identify root causes, and pursue improvements in processes and products.
• Design efficient workflows, implement tools, and curate knowledge bases that support scalable growth of the customer support function.
• Oversee training and enablement initiatives, ensuring staff possess the necessary expertise to provide outstanding support.
• Manage budgets, resource allocation, and vendor relationships related to customer support operations.
• Address escalated issues and critical incidents, ensuring swift resolution and clear communication with relevant stakeholders.
• Lead cross-functional projects aimed at automation, enhancing self-service options, and proactive support measures to reduce customer effort and increase value.

Qualifications

• Bachelor's degree or an equivalent combination of education and experience.
• Over eight years of experience in customer support or service roles, with a minimum of three years managing teams at supervisory or director levels.
• Proven expertise in building and scaling customer support teams in SaaS, technology, or similar dynamic sectors.
• Strong capability in operational management using data-driven approaches to improve strategies and outcomes.
• Familiarity with customer support technologies such as CRM systems, ticketing platforms, chat tools, and analytics software.
• Excellent leadership, communication, and interpersonal skills for motivating and developing diverse teams.

Preferred Experience

• Advanced education or certifications in customer experience, contact center leadership, or operational management.
• Experience leading geographically dispersed or global customer service teams.
• Expertise in change management and guiding teams through organizational transitions.
• Skill in designing or scaling automation and self-service support solutions.
• Working knowledge of customer-centric frameworks and approaches.
• Proven ability to effectively collaborate across departments to achieve business goals.

Additional Information

The role may entail occasional travel to attend company meetings, collaborative sessions, and offsite events. The employer is dedicated to fostering a diverse and inclusive workplace, committed to equal opportunity employment.