Director of Customer Support

Overview

Triple Whale is a cutting-edge AI operating system designed for the modern ecommerce landscape. It consolidates numerous data points across your business to clarify what strategies are successful, which are not, and suggests actionable next steps. The platform not only identifies issues but also automates responses—such as pausing ineffective ads, generating fresh creative content, and alerting to inventory risks before they escalate.

With over 60,000 brands utilizing Triple Whale, including notable names like Pressed Juicery, OUAI, and True Classic, businesses gain the ability to transform overwhelming complex data into actionable insights that drive profit growth at unprecedented speed and scale.

Role Description

We are seeking a Director of Customer Support to establish and expand our customer support function aligned with our company’s growth. This leadership position manages frontline support, support engineering, bug triage, and customer education efforts with an AI-first mindset leveraging our proprietary tool, Moby 2.

This role combines technical expertise with operational discipline, requiring management of a team facing complex customer queries around attribution, pixel tracking, ad-platform integrations, and data integrity. The Director will set high technical standards in issue reproduction, root cause analysis, and effective communication with customers and internal R&D teams. The mission is to evolve customer support from a reactive expense into a strategic business advantage by designing the operating model, staffing the team, defining performance metrics, and scaling efficiently.

Key Responsibilities

• Lead recruitment, coaching, and development of a high-functioning Customer Support organization including managers, frontline individual contributors, and support engineers while establishing technical excellence.
• Formulate and implement a scalable Customer Support strategy with streamlined processes and systems to grow capacity without proportional headcount increases.
• Drive an AI-centric approach utilizing Moby and associated AI tools to proactively manage ticket deflection, triage, and assistance with ongoing quality assurance and human escalation protocols.
• Manage operational metrics such as response times, resolution durations, customer satisfaction scores, ticket volume per customer, and team productivity with continuous monitoring and improvement.
• Build support engineering capabilities focusing on technical diagnostics such as reproducing issues, detailed log investigation, SQL queries, API debugging, and integration troubleshooting.
• Oversee end-to-end bug triage including intake, severity classification, SLA management, ownership assignments, and real-time reporting to leadership highlighting system faults, ownership, and revenue impact.
• Collaborate closely with Product and Engineering teams to represent customer issues credibly, prioritize effectively, and provide insights for the product roadmap.
• Serve as the senior escalation contact for complex technical or customer issues, trusted by both clients and executives to resolve challenges efficiently.
• Develop comprehensive knowledge resources including documentation, knowledge bases, in-app guides, and educational programs to empower self-service and AI-assisted support responses.
• Manage workforce planning including headcount modeling, organizational structure, and global coverage across US, EMEA, and APAC regions to support continual growth.
• Cultivate a culture emphasizing customer-first mindset, technical rigor, accountability, and commitment to ongoing improvement.

Qualifications

• Minimum 8 years experience in Customer Support, Experience, or Operations within a SaaS context.
• At least 3 years’ leadership experience managing managers and developing high-performance teams.
• Direct experience deploying AI technologies in a support environment with practical insights on deflection rates, retrieval accuracy, hallucination prevention, and LLM failure modes.
• Proven track record of building or transforming B2B SaaS support functions during periods of rapid growth or escalating platform complexity, preferably in martech, analytics, attribution, fintech, or other data-centric industries.
• Deep knowledge of support operations best practices including workforce planning, service delivery, and KPI management.
• Experience designing and maintaining operational dashboards and reporting tools for support metrics.
• Proficiency in partnering with Product and Engineering to drive improvements in customer outcomes.
• Outstanding leadership, coaching, and people development capabilities.
• Strong analytical, problem-solving abilities with a reliance on data to guide decisions.
• Excellent oral and written communication skills, capable of influencing stakeholders at all levels.
• Experience with ecommerce, analytics, martech, or SaaS product support is highly advantageous.
• Familiarity with support platforms such as Intercom, HubSpot, Salesforce, or comparable tools.
• Ability to succeed in a dynamic, fast-moving environment balancing strategic planning with tactical execution.

Company Values

• Customer Obsession: Every project and initiative is aimed at creating significant, positive outcomes for customers.
• Speed: Rapid execution, iteration, and value delivery are fundamental competitive strengths.
• Trustworthiness: Open, honest, and respectful communication fosters learning and collective success.
• Curiosity: A willingness to explore beyond comfort zones to pursue innovative and bold solutions.
• Integrity: Conducting business with honor, empathy, and respect for colleagues and customers alike.

Equal Opportunity

Triple Whale prides itself as an equal opportunity employer, valuing diversity and fostering an inclusive workplace for all employees.

Join Our Team

If you are driven, inquisitive, and creative, eager to impact the future of ecommerce, we invite you to apply for this leadership role and be part of a pioneering movement.