Director of Customer Support
Athos Commerce · United States · 1 mo ago
RemoteRemoteOTHRFull-time
We need to output HTML fragment with sections: About the role? Actually the posting includes "Who We Are", "Who You Are", "What You'll Do", "How You Will Succeed", "What We're Looking For", "Benefits". Also maybe "Pay" and "Schedule" not present, so we omit those sections. Also we should not repeat job title as heading. Use for section headings. Use
for section headings. Use - for any list of duties/requirements/benefits. Use
for prose.
We need to preserve all substantive information, remove boilerplate like EEO, equal-opportunity, etc. Also remove application instructions (none). Remove duplicated lines.
We need to decide which content goes where.
We have sections:
- Who We Are: description of company. Could be "About the role"? Actually "Who We Are" is about company. Could be a section heading "About the Company" but instructions say use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. They didn't list "About the Company". But we can still use "About the role"? Not exactly. However they said: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). That suggests we should map content to those headings where appropriate. "Who We Are" could be considered "About the role"? Not exactly. But maybe we treat it as "About the role" (the role context). Or we could omit that heading if not matching? The instruction: "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". It doesn't forbid using other headings besides those examples; they gave examples. Likely we should use those headings where they fit. For company description, maybe we can put under "About the role"? But that seems odd. Could also create a custom heading like "About Athos Commerce". However they said use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). The "e.g." implies those are examples, not exclusive list. So we can use other headings as needed, but better to stick to those. However "Who We Are" is about the company, not the role. Could be considered "About the role" loosely? Might be okay.
Alternatively we could omit that section entirely? But we must preserve ALL substantive information. So we need to include company description somewhere. Could put it under a heading "About the Company" using . That seems acceptable as it's a heading.
Similarly "Who You Are" could be "Qualifications" or "Skills". It lists attributes of ideal candidate. That fits "Qualifications" or "Skills". We'll decide.
"What You'll Do" is responsibilities.
"How You Will Succeed" could be also responsibilities or maybe "Skills"? But it's more about success criteria; could be part of responsibilities.
"What We're Looking For" is requirements/qualifications.
"Benefits" is benefits.
Thus we can structure:
About Athos Commerce
...
Responsibilities
- ...
(combining What You'll Do and How You Will Succeed maybe)
Qualifications
- ...
(combining Who You Are and What We're Looking For)
Benefits
- ...
We must not include Pay or Schedule sections as not present.
We need to preserve all substantive information: need to extract bullet points from paragraphs.
Let's parse content.
Who We Are:
"Athos Commerce enables ecommerce and digital marketing teams greater control over how their products are found, merchandised, and sold—on-site and across all digital marketing channels. Our tools span AI-powered search, personalized recommendations, smart merchandising, optimized product data syndication, A/B Testing and marketplace/social commerce performance. We help brands grow with sharper visibility, higher conversion, and less friction. Backed by PSG Equity and supported by a global team across North America, Europe, and APAC, we are building practical, powerful tools for the next era of commerce. Athos Commerce unites shopper intent and product visibility across every touchpoint."
We'll put that as a paragraph.
Who You Are:
List of attributes:
- Customer-focused leader who sets a high standard for service quality and responsiveness.
- Hands-on operator who can build structure, accountability, and consistency across a global support organization.
- Strong people leader who develops teams and raises technical capabilities.
- Data-driven decision maker who uses support metrics to identify opportunities and improve performance.
- Collaborative partner who works effectively across technical and customer-facing teams.
- Calm and decisive leader who can navigate complex customer escalations.
- Forward-thinking and practical in applying AI and automation to improve the customer experience.
We'll put as list items under Qualifications or Skills.
What You'll Do:
- Lead Athos Commerce’s global Customer Support function and establish a consistent standard of support excellence across regions.
- Work closely with Engineering, Product, Customer Success, Professional Services, and Implementation to improve response and resolution times, strengthen technical support capabilities, and ensure escalations move smoothly across teams.
- Own support service levels, processes, performance reporting, team development, and continuous improvement initiatives.
- Play a key role in creating a scalable support organization that strengthens customer trust and satisfaction as Athos grows.
How You Will Succeed:
- Build and maintain a responsive, consistent global support operation.
- Establish service levels across support queues and create clear accountability for frontline support teams.
- Develop effective escalation processes that move customer issues quickly to the appropriate teams.
- Track and report support KPIs to the Senior Leadership Team, including response times, resolution times, escalations, and customer satisfaction.
- Partner with Engineering, Product, Customer Success, Professional Services, and Implementation to resolve complex customer issues.
- Increase the technical capability of the support team through coaching, training, and development.
- Develop playbooks, training materials, knowledge resources, and processes that improve support quality and consistency.
- Apply AI-assisted workflows to improve support speed and accuracy while maintaining appropriate human oversight and customer trust.
- Identify opportunities to improve support processes, tooling, and automation as the organization scales.
- Coordinate closely with Professional Services to ensure smooth implementation-to-support handoffs and a consistent post-launch customer experience.
What We're Looking For:
- 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.
- Experience supporting ecommerce or commerce technology products is a plus.
Benefits:
- Open PTO
- Company-paid health, dental, and vision insurance
- Medical and dependent care flexible spending accounts (FSA)
- Company-paid Short Term and Long Term Disability coverage
- Company-paid Life and AD&D coverage
- Voluntary benefits, including critical illness, accident insurance, legal services, and pet insurance
- 401(k) plan with employer match
- Flexible work environment. Work from one of our offices, hybrid, or remote.
Also there is EEO statement etc which we should remove.
Now we need to output HTML fragment only.
We'll have sections:
About Athos Commerce
...
Responsibilities
- Lead Athos Commerce’s global Customer Support function and establish a consistent standard of support excellence across regions.
- Work closely with Engineering, Product, Customer Success, Professional Services, and Implementation to improve response and resolution times, strengthen technical support capabilities, and ensure escalations move smoothly across teams.
- Own support service levels, processes, performance reporting, team development, and continuous improvement initiatives.
- Play a key role in creating a scalable support organization that strengthens customer trust and satisfaction as Athos grows.
- Build and maintain a responsive, consistent global support operation.
- Establish service levels across support queues and create clear accountability for frontline support teams.
- Develop effective escalation processes that move customer issues quickly to the appropriate teams.
- Track and report support KPIs to the Senior Leadership Team, including response times, resolution times, escalations, and customer satisfaction.
- Partner with Engineering, Product, Customer Success, Professional Services, and Implementation to resolve complex customer issues.
- Increase the technical capability of the support team through coaching, training, and development.
- Develop playbooks, training materials, knowledge resources, and processes that improve support quality and consistency.
- Apply AI-assisted workflows to improve support speed and accuracy while maintaining appropriate human oversight and customer trust.
- Identify opportunities to improve support processes, tooling, and automation as the organization scales.
- Coordinate closely with Professional Services to ensure smooth implementation-to-support handoffs and a consistent post-launch customer experience.
Qualifications
- Customer-focused leader who sets a high standard for service quality and responsiveness.
- Hands-on operator who can build structure, accountability, and consistency across a global support organization.
- Strong people leader who develops teams and raises technical capabilities.
- Data-driven decision maker who uses support metrics to identify opportunities and improve performance.
- Collaborative partner who works effectively across technical and customer-facing teams.
- Calm and decisive leader who can navigate complex customer escalations.
- Forward-thinking and practical in applying AI and automation to improve the customer experience.
- 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.
- Experience supporting ecommerce or commerce technology products is a plus.
Benefits
- Open PTO
- Company-paid health, dental, and vision insurance
- Medical and dependent care flexible spending accounts (FSA)
- Company-paid Short Term and Long Term Disability coverage
- Company-paid Life and AD&D coverage
- Voluntary benefits, including critical illness, accident insurance, legal services, and pet insurance
- 401(k) plan with employer match
- Flexible work environment. Work from one of our offices, hybrid, or remote.
We need to ensure no duplicate content. We have combined responsibilities from both sections; ensure we didn't miss any. Also we might have duplicated some items: "Build and maintain a responsive, consistent global support operation." appears in How You Will Succeed; we included
for prose. We need to preserve all substantive information, remove boilerplate like EEO, equal-opportunity, etc. Also remove application instructions (none). Remove duplicated lines. We need to decide which content goes where. We have sections: - Who We Are: description of company. Could be "About the role"? Actually "Who We Are" is about company. Could be a section heading "About the Company" but instructions say use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. They didn't list "About the Company". But we can still use "About the role"? Not exactly. However they said: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). That suggests we should map content to those headings where appropriate. "Who We Are" could be considered "About the role"? Not exactly. But maybe we treat it as "About the role" (the role context). Or we could omit that heading if not matching? The instruction: "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". It doesn't forbid using other headings besides those examples; they gave examples. Likely we should use those headings where they fit. For company description, maybe we can put under "About the role"? But that seems odd. Could also create a custom heading like "About Athos Commerce". However they said use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). The "e.g." implies those are examples, not exclusive list. So we can use other headings as needed, but better to stick to those. However "Who We Are" is about the company, not the role. Could be considered "About the role" loosely? Might be okay.
Alternatively we could omit that section entirely? But we must preserve ALL substantive information. So we need to include company description somewhere. Could put it under a heading "About the Company" using . That seems acceptable as it's a heading.
Similarly "Who You Are" could be "Qualifications" or "Skills". It lists attributes of ideal candidate. That fits "Qualifications" or "Skills". We'll decide.
"What You'll Do" is responsibilities.
"How You Will Succeed" could be also responsibilities or maybe "Skills"? But it's more about success criteria; could be part of responsibilities.
"What We're Looking For" is requirements/qualifications.
"Benefits" is benefits.
Thus we can structure:
About Athos Commerce
. That seems acceptable as it's a heading.
Similarly "Who You Are" could be "Qualifications" or "Skills". It lists attributes of ideal candidate. That fits "Qualifications" or "Skills". We'll decide.
"What You'll Do" is responsibilities.
"How You Will Succeed" could be also responsibilities or maybe "Skills"? But it's more about success criteria; could be part of responsibilities.
"What We're Looking For" is requirements/qualifications.
"Benefits" is benefits.
Thus we can structure:
About Athos Commerce
...
Responsibilities
- ...
Qualifications
- ...
Benefits
- ...
About Athos Commerce
...
Responsibilities
- Lead Athos Commerce’s global Customer Support function and establish a consistent standard of support excellence across regions.
- Work closely with Engineering, Product, Customer Success, Professional Services, and Implementation to improve response and resolution times, strengthen technical support capabilities, and ensure escalations move smoothly across teams.
- Own support service levels, processes, performance reporting, team development, and continuous improvement initiatives.
- Play a key role in creating a scalable support organization that strengthens customer trust and satisfaction as Athos grows.
- Build and maintain a responsive, consistent global support operation.
- Establish service levels across support queues and create clear accountability for frontline support teams.
- Develop effective escalation processes that move customer issues quickly to the appropriate teams.
- Track and report support KPIs to the Senior Leadership Team, including response times, resolution times, escalations, and customer satisfaction.
- Partner with Engineering, Product, Customer Success, Professional Services, and Implementation to resolve complex customer issues.
- Increase the technical capability of the support team through coaching, training, and development.
- Develop playbooks, training materials, knowledge resources, and processes that improve support quality and consistency.
- Apply AI-assisted workflows to improve support speed and accuracy while maintaining appropriate human oversight and customer trust.
- Identify opportunities to improve support processes, tooling, and automation as the organization scales.
- Coordinate closely with Professional Services to ensure smooth implementation-to-support handoffs and a consistent post-launch customer experience.
Qualifications
- Customer-focused leader who sets a high standard for service quality and responsiveness.
- Hands-on operator who can build structure, accountability, and consistency across a global support organization.
- Strong people leader who develops teams and raises technical capabilities.
- Data-driven decision maker who uses support metrics to identify opportunities and improve performance.
- Collaborative partner who works effectively across technical and customer-facing teams.
- Calm and decisive leader who can navigate complex customer escalations.
- Forward-thinking and practical in applying AI and automation to improve the customer experience.
- 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.
- Experience supporting ecommerce or commerce technology products is a plus.
Benefits
- Open PTO
- Company-paid health, dental, and vision insurance
- Medical and dependent care flexible spending accounts (FSA)
- Company-paid Short Term and Long Term Disability coverage
- Company-paid Life and AD&D coverage
- Voluntary benefits, including critical illness, accident insurance, legal services, and pet insurance
- 401(k) plan with employer match
- Flexible work environment. Work from one of our offices, hybrid, or remote.