Director Customer Support

About the role

For our client, we are seeking a Director Customer Support to join the team of a leader in the Information Technology space. This role will lead a customer support organization focused on improving service quality, reducing friction, and accelerating time to value across the customer journey. The ideal candidate will partner closely with Product, Engineering, and GTM teams to turn customer signals into durable process improvements and stronger retention outcomes. This is a highly cross-functional leadership role with direct impact on customer experience, operational effectiveness, and revenue-linked health metrics. Location: Remote - US based candidates only, no visa sponsorship available.

Responsibilities

• Lead and develop a high-performing support team, leveraging AI tools to improve case resolution efficiency
• Minimize friction and reduce time to value at key customer touchpoints
• Identify and remove internal blockers that hinder team performance through better tools and processes
• Partner with Product to incorporate customer feedback into support priorities and process improvements
• Analyze support data to identify root causes, trends, and potential issues before they escalate
• Establish early risk detection and escalation management processes, keeping stakeholders informed
• Engage directly with customers to gather insights and improve systemic outcomes
• Align support efforts with account strategies in partnership with Customer Success and Account teams to strengthen retention and expansion
• Track and define support performance metrics and connect them to revenue outcomes
• Build a customer-obsessed culture through effective hiring, coaching, and development

Qualifications

• Experience leading a support, customer success, or technical services team with proven results in improving customer experience metrics
• Proficiency with AI tools relevant to support operations, including implementation experience and understanding of capabilities and limitations
• Strong analytical skills with the ability to identify root causes and patterns in support data beyond ticket resolution
• Ability to collaborate effectively across Product, Engineering, and GTM teams
• Exceptional listening skills and comfort engaging directly with customers during critical calls
• Understanding of how support operations connect to revenue metrics such as NRR and GRR
• Proven leadership experience in hiring, coaching, and building a customer-centric team culture

Benefits

• Competitive salary and stock options
• Comprehensive health benefits
• Unlimited paid time off (PTO) and parental leave
• Tuition reimbursement for further education

Pay

$170,000 – $185,000 annually