Director, Customer Support

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Take charge of the strategy, roadmap, and execution for enhancing intelligent self-service and AI-assisted support: broadening coverage, elevating resolution quality, and minimizing unnecessary inbound volume across both product lines.

• Spearhead the change management efforts necessary to foster the adoption of new support tools and workflows among agents, managers, and customers: encompassing training, communications, and performance reinforcement.

• Collaborate with Customer Enablement to create and continuously refine a Help Center and self-service content library that decreases ticket volume and enhances customer independence.

• Assess and propose investments in support technology with a consistent emphasis on measurable outcomes: quicker resolutions, higher deflection of routine inquiries, and increased agent productivity: prioritizing functionality over mere tooling.

• Remain informed about emerging AI and automation capabilities in the support sector and counsel leadership on where investments will yield the highest returns.

• Oversee daily support operations across Tier 1 and Tier 2 for both the Operator and Distributor/Supplier segments, ensuring consistent adherence to SLAs, clear escalation paths, and a coverage model that aligns with customer requirements.

• Design and manage SLA frameworks by segment and tier: establishing suitable response and resolution standards, monitoring compliance, and taking swift action when performance standards are not met.

• Maintain a comprehensive support KPI framework that includes CSAT, Customer Effort Score (CES), First Response Time, Time to Resolution, Ticket Volume trends, Self-Service Utilization, and Escalation Rate.

• Develop and sustain a real-time operational dashboard; provide weekly performance reports to the CCO and ELT with impact-driven insights: focusing on business implications and proactive actions, rather than mere activity summaries.

• Promote continuous improvement through structured root cause analysis, ticket trend assessments, and systematic feedback loops that identify product and process issues before they escalate.

• Create and manage a consistent support experience across all channels: email, chat, in-app, and self-service: ensuring customers receive assistance in their preferred format without losing continuity.

• Establish proactive support capabilities that address common customer pain points before they escalate into tickets: including usage-based outreach, onboarding check-ins, and post-update guidance.

• Collaborate with Implementations and Customer Success to guarantee seamless transitions, shared customer context, and a coordinated experience throughout onboarding, adoption, and renewal phases.

• Oversee the support knowledge base: ensuring that content is accurate, comprehensive, structured for discoverability, and continuously updated as the product evolves.

• Develop a systematic approach for transforming recurring ticket patterns into self-service content, reducing repeat volume, and empowering customers to independently resolve common issues.

• Partner with Product and Customer Enablement on documentation standards and content governance, ensuring alignment between internal and customer-facing knowledge.

• Lead, coach, and develop support managers and frontline agents across both product segments: fostering a high-performance culture grounded in accountability, continuous learning, and genuine customer empathy.

• Define clear career paths and development frameworks for support team members; identify and nurture internal talent for advancement.

• Recruit and onboard support talent in accordance with growth and coverage needs; establish onboarding programs that expedite agent time-to-proficiency.

• Model and reinforce a team culture where agent feedback on product gaps, process friction, and customer patterns is valued, documented, and acted upon.

• Act as the internal advocate for the support customer: providing frontline insights to ELT, Product, and CS discussions regarding product quality, customer friction, and retention risks.

• Partner with Product and Engineering to identify systemic issues contributing to ticket volume; advocate for customer-impacting resolutions through a structured feedback and prioritization process.

• Collaborate with Revenue Operations and Finance to ensure that support tooling data is accurate, integrated, and providing reliable signals to customer health and reporting frameworks.

⛳️ Requirements

• Over 7 years in customer support or customer experience leadership, including a minimum of 3 years in a Director-level or equivalent role at a B2B SaaS company.

• Proven experience leading an intelligent support transformation: encompassing self-service expansion, AI-assisted support implementation, adoption change management, and outcome measurement; beyond mere tool evaluation or oversight.

• A demonstrated history of enhancing self-service utilization, CSAT, and time-to-resolution in a multi-product or multi-segment environment.

• Experience in designing and governing SLA frameworks across support tiers and customer segments.

• Practical experience in establishing and scaling a knowledge management function: structured content creation, taxonomy design, and ongoing quality governance.

• Strong people leadership skills with experience in managing managers and building high-performing, geographically distributed support teams.

• Data fluency: comfortable in creating dashboards, interpreting support metrics, and presenting performance insights to executive audiences in business terms.

• Familiarity with CRM-integrated support environments (Salesforce or equivalent) and knowledge of AI-assisted support platforms.

🏝️ Benefits

• Performance bonus.

• Comprehensive health, dental, and vision coverage.

• Flexible remote work environment.

• Professional development budget.

• Unlimited PTO with a culture that encourages meaningful time away.