Director of Customer Support

Job Summary

A company is looking for a Director of Customer Support to lead and scale their global support operations.

Key Responsibilities

• Lead and evolve the 24x7 global customer support function
• Define and monitor key performance indicators (KPIs) for team effectiveness and customer satisfaction
• Serve as an escalation point for complex technical support issues and collaborate with cross-functional teams

Required Qualifications

• 10+ years of customer support experience in technical environments, with 7+ years in a leadership role
• Proven success in scaling support operations in a high-growth SaaS organization
• Deep familiarity with enterprise support models and issue resolution best practices
• Strong experience with AI tools and support platforms like Zendesk
• Bachelor's degree in a technical related field required; advanced certifications in technical support operations is a plus