Director of Customer Support

Job Summary

A company is looking for a Director of Customer Support to lead their global support function and enhance customer experiences.

Key Responsibilities

• Lead and scale a high-performing, globally distributed support team
• Develop and own a support tooling strategy to enable proactive and personalized support experiences
• Use support trend data to influence product development and improve self-service adoption

Required Qualifications

• 7+ years of experience in SaaS support roles, with 3+ years in a senior leadership position
• Proven track record of designing and executing scalable support strategies
• Experience managing support teams across multiple time zones or regions
• Deep knowledge of support tooling, CRM systems, and automation platforms
• Strong data analysis skills to leverage support metrics for decision-making