Director, Consumer Support

About the role

The Director, Consumer Support role is accountable for operating a high-performing, global support organization that delivers a trusted, member-first experience across every interaction. The role drives operational excellence by optimizing Zendesk workflows, self-service, and intelligent automation to improve speed, consistency, and cost-to-serve—without compromising empathy or quality.

Primary Objectives

• Operate a High-Performing Global Member Support Organization
• Drive Operational Excellence Through Zendesk, AI, and Automation
• Champion the Member Experience Through Voice-of-the-Member Insights and Cross-Functional Influence
• Establish Strong Governance, Quality, and Compliance Standards

Qualifications

• Bachelor’s degree or equivalent practical experience in Business, Communications, Operations, Analytics, or a related field.
• Eight or more (8+) years of experience in customer/member support, service operations, or customer experience, with three or more (3+) years in senior people leadership (leading leads/managers and scaling teams).
• Proven success building and scaling global support organizations across regions, time zones, and channels in a fast-paced tech environment.
• Expert-level Zendesk experience, including advanced administration and configuration (triggers, automations, SLAs, routing, macros, views, tagging taxonomy, reporting, integrations) and implementing AI/bot or automated support flows.
• Strong ability to drive operational performance through data, including dashboards and core support metrics (CSAT, SLA attainment, backlog/aging, FCR, AHT, reopen rates, escalations, deflection, cost-to-serve).
• Demonstrated strength in cross-functional partnership and influence, especially with Product and Engineering, to resolve systemic issues and prioritize member-impacting improvements.
• Experience owning resolution and compensation policies (credits, refunds, goodwill gestures, exceptions/escalations) with sound judgment balancing empathy, consistency, risk, and business impact.
• Excellent communication skills with ability to deliver executive-ready insights, lead change management, and drive adoption across teams.

MUST Haves

• Bachelor’s degree or equivalent practical experience in Business, Communications, Operations, Analytics, or a related field.
• Eight or more (8+) years of experience in customer/member support, service operations, or customer experience, with three or more (3+) years in senior people leadership (leading leads/managers and scaling teams).
• Proven success building and scaling global support organizations across regions, time zones, and channels in a fast-paced tech environment.
• Expert-level Zendesk experience, including advanced administration and configuration (triggers, automations, SLAs, routing, macros, views, tagging taxonomy, reporting, integrations) and implementing AI/bot or automated support flows.
• Strong ability to drive operational performance through data, including dashboards and core support metrics (CSAT, SLA attainment, backlog/aging, FCR, AHT, reopen rates, escalations, deflection, cost-to-serve).
• Demonstrated strength in cross-functional partnership and influence, especially with Product and Engineering, to resolve systemic issues and prioritize member-impacting improvements.
• Experience owning resolution and compensation policies (credits, refunds, goodwill gestures, exceptions/escalations) with sound judgment balancing empathy, consistency, risk, and business impact.
• Excellent communication skills with ability to deliver executive-ready insights, lead change management, and drive adoption across teams.

Pay

The anticipated base salary range for this position is $160,000 to $180,000. The final salary offered to a successful candidate will be dependent on several factors that may include, but are not limited to; the type and length of experience within the job, type and length of experience within the industry, the type and length of knowledge and skills for the position, education, training, etc.