Director of Customer Support

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

📋 Description

• Oversee Athos Commerce’s worldwide Customer Support function and ensure consistent excellence in support across various regions.

• Create and uphold a responsive and uniform global support operation.

• Set service levels across support queues and establish accountability for frontline support teams.

• Develop processes for escalation that expedite customer issues to the relevant teams.

• Monitor and report support KPIs to the Senior Leadership Team, including response times, resolution times, escalations, and customer satisfaction metrics.

• Collaborate with Engineering, Product, Customer Success, Professional Services, and Implementation teams to resolve intricate customer issues.

• Enhance the technical capabilities of the support team through coaching, training, and development initiatives.

• Create playbooks, training materials, knowledge resources, and processes that enhance support quality and uniformity.

• Implement AI-assisted workflows to boost support efficiency and accuracy while ensuring human oversight and customer trust.

• Identify opportunities for improving support processes, tools, and automation as the organization expands.

• Work with Professional Services to guarantee seamless implementation-to-support transitions and a consistent post-launch customer experience.

• Take ownership of support service levels, processes, performance reporting, team development, and continuous improvement initiatives.

• Build a scalable support organization that enhances customer trust and satisfaction.

⛳️ Requirements

• Proven leadership experience in customer support, technical support, or a similar role within a B2B SaaS environment.

• Experience in building, scaling, or enhancing global support operations.

• Demonstrated capability in leading and developing customer or technical support teams.

• Experience in establishing and managing SLAs, support queues, escalation procedures, and performance metrics.

• Strong technical proficiency with the ability to comprehend complex customer issues and foster technical skills within a team.

• Experience in managing cross-functional escalations involving Engineering, Product, Customer Success, or Professional Services.

• Solid understanding of support KPIs and experience utilizing data to enhance team and operational performance.

• Practical knowledge of AI-driven support workflows and automation.

• Exceptional customer communication, judgment, and leadership abilities.

• Experience in supporting ecommerce or commerce technology products is an advantage.

🏝️ Benefits

• Open PTO.

• Company-covered health, dental, and vision insurance.

• Medical and dependent care flexible spending accounts (FSA).

• Company-paid Short Term and Long Term Disability coverage.

• Company-paid Life and AD&D insurance.

• Voluntary benefits including critical illness, accident insurance, legal services, and pet insurance.

• 401(k) plan with employer matching.

• Flexible working environment: choose to work from one of our offices, hybrid, or fully remote.