Director Customer Support

About the Opportunity

The Director of Customer Support will lead the organization's global customer support function and establish a consistent standard of support excellence across regions. This full-time role focuses on building operational structure, accountability, and consistency while partnering cross-functionally with Engineering, Product, Customer Success, Professional Services, and Implementation. The Director will oversee service levels, support workflows, performance reporting, team development, and continuous improvement initiatives to build a scalable support organization. Work arrangements are based in the United States, offering a flexible work environment with in-office, hybrid, or remote options.

Responsibilities

• Build, scale, and maintain a responsive, consistent global support operation.
• Establish service levels across support queues and set clear accountability for frontline support teams.
• Own support processes, performance reporting, team development, and continuous improvement initiatives.
• Develop effective escalation processes that move customer issues quickly to the appropriate teams.
• Track and report support KPIs to executive leadership, including response times, resolution times, escalations, and customer satisfaction.
• Partner with Engineering, Product, Customer Success, Professional Services, and Implementation to resolve complex customer issues.
• Coordinate with Professional Services to ensure smooth implementation-to-support handoffs and a consistent post-launch customer experience.
• Increase the technical capabilities of the support team through coaching, training, and ongoing development.
• Create playbooks, training materials, knowledge resources, and standard operating procedures to improve support quality and consistency.
• Implement AI-assisted workflows and automation to enhance support speed and accuracy while maintaining appropriate human oversight and customer trust.
• Identify continuous opportunities to enhance support processes, tooling, and systems as the organization scales.

Required Qualifications

• Leadership experience in customer support, technical support, or a similar function within a B2B SaaS company.
• Experience building, scaling, or improving global support operations.
• Demonstrated experience leading and developing customer or technical support teams.
• Experience establishing and managing SLAs, support queues, escalation processes, and performance standards.
• Strong technical aptitude with the ability to understand complex customer issues and develop technical capabilities within a team.
• Experience managing cross-functional escalations involving Engineering, Product, Customer Success, or Professional Services.
• Strong understanding of support KPIs and experience using data to improve team and operational performance.
• Practical understanding of AI-enabled support workflows and automation.
• Excellent customer communication, judgment, and leadership skills.

Preferred Qualifications

• Experience supporting ecommerce or commerce technology products.

Benefits

• Health, dental, and vision insurance
• Flexible spending accounts
• Life and disability insurance
• Retirement plan with employer match
• Paid time off