Director of Customer Support

Job Summary

A company is looking for a Director of Customer Support (US, remote).

Key Responsibilities:

• Lead and oversee the technical support team, ensuring timely resolution of client inquiries and issues
• Develop and implement support strategies aligned with business goals and customer expectations
• Serve as the escalation point for critical client concerns and build long-term relationships with key clients

Required Qualifications:

• Minimum of 6 years in technical support and service management, with 3-4 years in a leadership role
• Proven success in managing enterprise support in a complex, web-based technology environment
• Demonstrated experience in driving support metrics and leading change initiatives
• Experience integrating AI into support workflows and decision-making processes
• Familiarity with CRM and support platforms (e.g., Salesforce, Zendesk, ServiceNow) preferred