Director of Support

About the role

For our client, we are seeking a Director of Support to join the team of a leader in the Information Technology space. This leader will own a global support function with responsibility for service quality, team development, and operational performance across multiple support teams. The role is focused on improving response times, strengthening support capacity, and turning ticket and escalation trends into actionable service improvements. It will also partner closely with customers, managers, and cross-functional stakeholders to create a scalable, high-performing support experience.

Location: Remote - US based candidates only, no visa sponsorship available

Pay

$110,000 – $130,000 annually

Responsibilities

• Lead and scale a 23-person global support organization across three teams
• Improve first reply times and customer wait times based on ticket priorities
• Develop a comprehensive capacity plan for staffing based on data analytics
• Implement proactive changes from escalation patterns to improve service delivery
• Enhance team development processes for both managers and individual contributors
• Develop a coaching strategy that supports career growth and performance
• Create a collaborative culture centered on mentorship and feedback

Qualifications

• 7+ years leading technical or customer support functions in B2B SaaS, managing teams of 20+
• Proven success in scaling a support organization during rapid growth phases
• Hands-on experience with Zendesk administration and reporting via Explore
• Experience building support metrics frameworks and identifying missing KPIs
• Strong analytical skills to recognize patterns in ticket and escalation data
• Comfortable engaging directly with customers across various scenarios
• Practical knowledge of AI tools and their application in support workflows
• Excellent communication skills for diverse audiences

Benefits

• Market competitive pay based on industry standards
• Employee recognition programs for celebrations and achievements
• 401(k) with company matching after 90 days
• Unlimited PTO policy promoting work-life balance
• Paid volunteer days and company holidays
• Comprehensive healthcare coverage including medical, dental, and vision
• 12 weeks full paid primary and 4 weeks secondary parental leave
• Company-funded community events and outings