Director of Customer Support

Overview

This is a senior leadership opportunity with a partner company operating in the United States. The hiring company will handle all applications and subsequent steps. The position is designed for a leader who can build, scale, and continuously improve a modern Customer Support function inside a fast-growing SaaS business.

The role sits at the junction of support, engineering, and product. It calls for someone who can turn complex technical problems into clear customer outcomes while strengthening product quality and overall experience. The environment is fast-moving, highly analytical, and deeply collaborative. Success in this role means combining strategic direction with direct, hands-on problem solving to transform support into a proactive, AI-enabled capability that creates measurable business impact.

What You Will Own

• Shape and grow a high-performing Customer Support organization that includes support managers, frontline agents, and support engineering talent.
• Set the long-term direction for support and put in place scalable workflows, operating models, and systems that can keep pace with company growth.
• Build an AI-first support approach using automation, intelligent triage, and large language model tools to increase deflection and speed up resolution.
• Track and improve key service metrics such as CSAT, first response time, resolution time, deflection rate, and overall operational efficiency.
• Establish support engineering practices that cover technical troubleshooting, log review, SQL analysis, API debugging, and root-cause investigation.
• Lead the full bug triage process, including severity assessment, SLA management, ownership assignment, and leadership reporting.
• Work closely with Product and Engineering to feed customer insights and repeat issues into roadmap decisions.
• Serve as the top escalation contact for difficult customer and platform issues, ensuring timely and high-quality closure.
• Develop and maintain the knowledge ecosystem, including documentation, self-service content, and AI-enabled customer education resources.
• Own workforce planning, staffing models, and worldwide support coverage across multiple regions.
• Promote a performance-driven culture centered on accountability, customer focus, and continuous improvement.

What They Are Looking For

The ideal candidate brings substantial customer support leadership experience in SaaS or similar technology-driven environments, along with the technical fluency needed to guide teams through complex product issues. This is a role for someone who is equally comfortable setting strategy and stepping into the details when needed.

• At least 8 years of experience in Customer Support, Customer Experience, or Customer Operations in SaaS or technology companies.
• At least 3 years of experience managing managers and leading multi-level support organizations.
• Demonstrated success building or expanding support operations in high-growth or technically complex product environments.
• Strong technical problem-solving ability, including comfort with APIs, logs, SQL, integrations, and data-centric systems.
• Proven use of AI or automation in support workflows with measurable gains in deflection and efficiency.
• Solid understanding of support operations, staffing models, workforce planning, and service delivery structures.
• Experience creating and running KPI dashboards and performance reporting frameworks for support teams.
• Strong cross-functional partnership skills with Product and Engineering to drive product improvements.
• Excellent communication skills, especially for executive escalations and cross-team alignment.
• Experience in analytics, martech, fintech, or e-commerce platforms is strongly preferred.
• Familiarity with support platforms such as Intercom, Salesforce, HubSpot, or similar tools.
• Strong leadership, coaching, and organizational development skills in fast-paced settings.

Compensation and Benefits

• Base pay range of $120,000 to $152,000.
• Remote-first arrangement within the United States.
• The chance to build and scale a mission-critical global support function.
• Exposure to AI-led systems and modern support tooling.
• Career progression opportunities in a rapidly growing SaaS organization.
• A collaborative, high-performance culture focused on innovation and impact.
• An equal opportunity workplace with a strong commitment to inclusion.

Application and Hiring Notes

This posting is presented through a partner-recruitment workflow. Applications are reviewed using an AI-assisted matching process so that candidates are screened quickly and consistently against the role requirements. The strongest matches are forwarded to the employer, and the employer’s internal team manages interviews, assessments, and the final decision.

By submitting an application, candidates acknowledge that personal data may be processed for evaluation and shared with the hiring employer under applicable data protection principles, including legitimate-interest and pre-contractual processing where relevant. Applicants may request access, correction, deletion, objection, or other available rights related to their data. AI tools may also assist with parts of the hiring workflow, such as application review, resume analysis, and identifying possible inconsistencies or verification signals, but human reviewers make the final hiring decision.