Senior Director, Customer Support

Key Responsibilities

• Develop and execute a customer support strategy aligned with company goals, prioritizing customer satisfaction, retention, and operational excellence.
• Lead, mentor, and scale customer support teams, fostering a culture centered on collaboration, accountability, and continuous improvement.
• Oversee daily operations across support channels, including email, chat, phone, and in-app support, ensuring timely resolution and high-quality interactions.
• Establish, monitor, and report on support metrics and KPIs, such as response times, CSAT, NPS, ticket backlog, and escalation rates.
• Collaborate with cross-functional partners, including Customer Success, Product, Engineering, and Sales, to champion the voice of the customer and drive enhancements to the product and support experience.
• Analyze support data and customer feedback to identify trends, root causes, and opportunities for process or product improvement.
• Design and optimize workflows, tools, and knowledge resources to support scalability as the customer base grows.
• Manage training and development programs, ensuring team members have the knowledge and skills to deliver excellent support.
• Manage support budgets, resource planning, and vendor relationships as needed.
• Handle escalated customer issues and critical incidents, ensuring prompt resolution and appropriate communication with stakeholders.
• Possess strong leadership, communication, and interpersonal skills, with the ability to inspire and develop teams.

Required Qualifications

• Bachelor’s degree or equivalent work experience.
• 8+ years of experience in customer support or customer service roles, including 3+ years of people management at the manager, director, or senior director level.
• Proven track record of building, leading, and scaling customer support teams in SaaS, technology, or fast-paced environments.
• Demonstrated success with operational excellence, using metrics, data, and customer insights to inform strategy and improvements.
• Experience with customer support technology platforms, including CRM, ticketing, chat, and analytics tools such as Zendesk, Salesforce Service Cloud, or Intercom.

Preferred Skills And Qualifications

• Advanced degree, such as an MBA, relevant certification, or training in customer experience, contact center management, or operations.
• Experience managing global or distributed teams.
• Change management expertise and a track record of leading through organizational transformation.
• Experience designing or scaling automation and self-service tools, such as knowledge bases and chatbots.
• Familiarity with customer-centric methodologies, including Voice of the Customer, Design Thinking, and Lean or Agile support practices.
• Ability to influence and work cross-functionally to drive business outcomes.

Benefits

Tier 1 Salary Hiring Range: $207,379 USD - $259,224 USD
Tier 2 Salary Hiring Range: $190,098 USD - $237,622 USD
Tier 3 Salary Hiring Range: $172,816 USD - $216,020 USD
The ranges listed above are the expected annual base salary for this role, subject to change.
Calendly takes a number of factors into consideration when determining an employee’s starting salary, including relevant experience, relevant skills sets, interview performance, location/metropolitan area, and internal pay equity.
Base salary is just one component of Calendly’s total rewards package. All full-time (30 hours/week) employees are also eligible for our Top Performer Bonus program (or Sales incentive), equity awards, and competitive benefits.

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This role may require occasional travel for company events, team collaboration, or offsites.