Director of Customer Support

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Develop, scale, and manage AssetWatch’s customer support organization for manufacturing clientele.

• Oversee the restructuring into Tier 1 inbound/live-call support and Tier 2 project-managed technical support.

• Supervise 20 or more support managers, team leaders, and engineers across various time zones.

• Establish performance benchmarks, conduct quality assessments, provide coaching, and devise metrics, operational plans, and headcount strategies.

• Set both annual and quarterly support objectives and evaluate progress in collaboration with the executive team.

• Define control ranges, shift coverage, and staffing requirements as volume and product lines expand.

• Facilitate leadership development programs for Team Leads and Managers.

• Take ownership of support quality and customer experience while minimizing repeat inquiries and ticket volume.

• Direct Sev 1 and strategic-account escalations along with executive incident assessments.

• Monitor high-risk tickets, outages, and failures of field hardware or sensors.

• Lead root-cause analyses involving hardware, engineering, and field teams.

• Design processes, playbooks, SOPs, knowledge base content, and onboarding procedures.

• Enhance ticketing, knowledge base, and remote diagnostics systems, integrating them with customer service, sales, and product systems.

• Spearhead AI integration for triage, diagnostics, self-service, and agent-assist tools.

• Act as a liaison between Support, Product, and Engineering to communicate reliability priorities.

• Present quarterly support health metrics and monthly ticket trends to the executive team.

• Collaborate with Customer Success, Sales, Product, Engineering, and Operations on handoffs and at-risk accounts.

• Formulate support strategies for Mexico and Latin America, including localized language assistance and follow-the-sun coverage.

⛳️ Requirements

• Minimum of 8 years in customer or technical support, specifically in B2B SaaS or hardware-enabled SaaS environments.

• At least 4 years in a director-level leadership role managing a team of 15 or more across various supervisory levels.

• Over 2 years of direct responsibility for Service Level Agreements (SLA), Customer Satisfaction (CSAT), or quality metrics.

• A minimum of 3 years in SaaS, Hardware as a Service (HaaS), IoT, predictive maintenance, manufacturing, or similar technical B2B sectors is strongly preferred.

• Solid understanding of incident management and troubleshooting of hardware or software in connected devices.

• Demonstrated success in building high-performing support organizations, recruiting, developing leaders, and fostering accountability.

• Proven measurable improvements in CSAT, SLA compliance, resolution times, and first contact resolutions.

• More than 2 years of experience leading remote, shift-based, or follow-the-sun teams.

• Proficient in diagnostics, data analytics, and AI applications within support workflows.

• Strong foundation in well-structured operations and managing processes that reliably handle incoming work.

• Capability to translate field data into technical discussions with engineering teams.

• Experience in establishing new frameworks while maintaining stable operations.

• Executive presence when interacting with C-suite audiences, especially during critical incidents.

• Data-driven approach to converting metrics into operational strategies.

• Understanding of manufacturing operations, IoT sensors, and asset-intensive industries.

• Ability to influence stakeholders across Product, Engineering, and Customer Success without direct authority.

• Capacity to collaborate across time zones and support Mexico and Latin America with localized language services.

• Ensure compliance with local labor laws and data privacy regulations.

🏝️ Benefits

• Competitive compensation package that includes stock options.

• Flexible work schedule.

• Comprehensive benefits package, including a retirement plan match.

• Opportunity to have a meaningful impact on a daily basis.

• Work within a dynamic and expanding team.

• Unlimited Paid Time Off (PTO).

• Remote-first work environment.

• Collaboration during core working hours.