Senior Director, Customer Support

About the role

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Director, Customer Support based in United States. The Senior Director, Customer Support will lead the vision, strategy, and day-to-day operations of a large-scale customer support organization. This role is responsible for delivering a consistent, high-quality customer experience while building scalable and efficient support operations. You will lead and develop high-performing teams and establish a culture of accountability, collaboration, and continuous improvement. Working closely with Customer Success, Product, Engineering, and Sales, you will champion the voice of the customer and influence product and service improvements. Data, customer insights, automation, and self-service will be central to how you identify opportunities and drive measurable results. This is a senior leadership opportunity in a fast-paced technology environment with significant scope for organizational and customer impact.

Responsibilities

• Develop and execute a comprehensive customer support strategy aligned with business objectives, with a strong focus on customer satisfaction, retention, scalability, and operational excellence.
• Lead, mentor, and scale customer support teams, fostering a high-performance culture built around collaboration, accountability, continuous learning, and employee development.
• Oversee daily support operations across channels including email, chat, phone, and in-app support, ensuring timely resolutions, consistent service quality, and an exceptional customer experience.
• Establish, monitor, and communicate key support metrics and KPIs, including response times, CSAT, NPS, ticket backlog, escalation rates, and other indicators of operational and customer health.
• Partner closely with Customer Success, Product, Engineering, Sales, and other stakeholders to represent the voice of the customer and translate customer feedback into meaningful product and support improvements.
• Analyze support data, customer feedback, and operational trends to identify root causes, remove friction, improve processes, and uncover opportunities for greater efficiency and customer value.
• Design and optimize support workflows, technology, knowledge resources, and operating models to enable the organization to scale effectively as the customer base grows.
• Oversee training, onboarding, and professional development programs to ensure support teams have the expertise, tools, and resources required to deliver consistently excellent service.
• Manage support budgets, resource planning, and external vendor relationships as needed, while ensuring appropriate operational and financial discipline.
• Provide executive oversight for escalated customer issues and critical incidents, coordinating rapid resolution and clear communication with internal and external stakeholders.
• Lead initiatives focused on automation, self-service, knowledge management, and proactive support to reduce customer friction and improve the overall support experience.