Director of Customer Support

The Director of Customer Support at LeadsOnline is a senior leadership role responsible for shaping and executing the global strategy for Customer Support. Reporting to the Chief Commercial Officer (CCO), this role oversees a broad portfolio of services including customer care, user onboarding, technical support, training elements, communications, and quality assurance.

Strategic Leadership

• Develop and execute the global Customer Support strategy, ensuring alignment with business goals and market trends
• Partner with Sales and Marketing to define and position Customer Support offerings that drive growth and customer value
• Contribute to go-to-market strategies and support demand generation initiatives for customer solutions

Operational Excellence

• Lead Customer Support teams across North America, Europe, Africa, and Asia, including Technical Support, Deployment, Security, Training, and QA functions
• Monitor customer feedback and industry best practices to continuously improve service delivery and product support
• Ensure consistency in service quality and operational standards across all regions

Customer Experience & Retention

• Champion a customer-first mindset and ensure high levels of satisfaction and engagement
• Manage escalations and serve as a trusted advisor to senior customer stakeholders
• Build and maintain strong relationships with key customer decision-makers

Team & Talent Development

• Athrive in a supportive, mission-driven culture that values Service, Energy, Ownership, and People
• Attract, retain, and develop top talent across the Customer Support organization
• Foster a culture of innovation, collaboration, and accountability
• Mentor and coach team members, ensuring optimal staffing and utilization

Performance & Financial Management

• Define and track KPIs to measure service effectiveness and customer outcomes
• Manage budgets, forecasts, and resource planning to support strategic objectives
• Provide input into the company’s strategic plan and annual operating budget

Leadership Competencies

• Strategic Thinking – Anticipates future trends and translates them into actionable strategies
• Customer Focus – Builds strong relationships and delivers customer-centric solutions
• Innovation – Encourages creativity and continuous improvement
• Collaboration – Works effectively across teams and functions
• Talent Development – Invests in people and builds high-performing teams
• Results Orientation – Delivers consistent outcomes under pressure
• Accountability – Holds self and others to high standards of performance
• Trust & Integrity – Builds credibility through honesty and authenticity
• Decision-Making – Makes timely, data-driven decisions that move the business forward
• Vision & Purpose – Inspires others with a compelling strategic direction

Qualifications & Experience

• Must be a US Citizen
• Minimum 10 years of leadership experience in global customer service or support, ideally within SaaS, HaaS, or e-commerce environments
• Proven success managing large, matrixed teams across multiple geographies
• Transformation and change management experience preferred
• Experience working with government clients (e.g., Public Safety, Defense) a plus
• Expertise in quality assurance, testing, and validation processes
• Demonstrated ability to lead through ambiguity, drive results, and influence outcomes
• Excellent communication skills; additional languages are a plus
• Bachelor’s degree required; MBA or equivalent preferred
• Certifications in Six Sigma, ITIL, Agile, or PMP are highly desirable

Benefits

• Compensation will be commensurate with experience
• Employee paid Medical, Dental, and Vision
• Generous paid vacation
• 401k with company matching
• HSA with employer contributions
• FSAS
• Supplemental coverage such as accident, critical illness, hospitalization, life
• Short-Term and Long-Term Disability
• Parental Leave

Why Join LeadsOnline?

• Be part of a team where your work truly matters
• Help law enforcement agencies serve their communities better
• Thrive in a supportive, mission-driven culture that values Service, Energy, Ownership, and People
• Guided by Ownership, we continually push to make our products better and to make each other better
• We serve with Energy, diligence, and persistence
• We deeply believe the work we do makes a difference in the lives of our users, the communities they protect, and the victims they serve
• At LeadsOnline, we take our work seriously but not ourselves
• You’ll find joy, camaraderie, and fun in everything we do