Director of Customer Support

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

📋 Description

• Take ownership of the quality, efficiency, and human resource strategies within the customer support organization.

• Direct customer satisfaction initiatives and quality assurance across multiple channels, including phone, chat, email, and AI-assisted options, spanning Tier 1 to Tier 3.

• Develop cohesive QA and customer satisfaction frameworks, scorecards, calibration sessions, and sampling methodologies.

• Analyze customer feedback, low CSAT interactions, and escalations to pinpoint trends and implement corrective measures.

• Manage operational metrics such as FCR, AHT, TTR, SLA adherence, backlog, and cost per contact.

• Collaborate with Support Operations on forecasting, staffing, scheduling, and capacity planning activities.

• Enhance handle time, deflection rates, self-service options, and resolution rates, all while ensuring quality is maintained.

• Define escalation pathways, tier definitions, and handoff processes.

• Recruit, onboard, retain, mentor, and develop Managers, Team Leads, and frontline agents.

• Establish career paths, promotion criteria, skill matrices, development plans, and training programs.

• Formulate and implement the customer support strategy along with a multi-year roadmap.

• Oversee headcount planning and organizational design.

• Convert support trends and root-cause insights into actionable recommendations for Product, Engineering, Customer Success, and Sales teams.

• Collaborate with Engineering on Tier 3 escalations, bug triage, and incident communications.

• Provide performance reports and data-driven recommendations to executive leadership.

• Guide the team through product launches, customer incidents, and periods of rapid growth.

• Report directly to executive leadership in a dynamic, remote-first setting.

⛳️ Requirements

• 8+ years of experience in customer support or contact center operations.

• 5+ years of experience leading managers or a multi-tier support organization.

• Demonstrated success in enhancing CSAT and quality through a structured QA program.

• Proven experience managing support across various channels, including phone, chat, and email.

• Experience overseeing support across Tier 1 to Tier 3.

• Track record of creating career paths, training programs, and coaching frameworks that improve retention and performance.

• Strong analytical abilities with experience utilizing KPIs and dashboards to inform decision-making.

• Experience in managing a department, including headcount planning and forecasting responsibilities.

• Hands-on experience with Salesforce, Zendesk, Intercom, or similar support platforms.

• Exceptional communication skills and executive presence, with the ability to translate operational data into insights suitable for leadership.

• Background in SaaS or technology-sector support organizations.

• Preferred: experience in implementing or optimizing AI and automation within support functions.

• Preferred: familiarity with QA and conversation intelligence tools such as Gong.

• Preferred: experience in scaling a support team during rapid growth phases.

• Preferred: knowledge of the automotive or other vertical SaaS industries.

🏝️ Benefits

• Flexible remote work options.

• Competitive base salaries.

• Flexible PTO without a set number of days.

• Paid maternity, parental bonding, and medical leave.

• Medical, Dental, Vision, and Prescription coverage; employee-only plans cover 100% of premiums and family coverage costs are at 50%.

• Complimentary, confidential counseling services through BetterHelp.

• 401(k) Retirement Savings Plan with a 100% employer match on contributions up to 6%.

• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).

• Life and Accidental Death & Dismemberment (AD&D) Insurance.

• Up to $60 per month toward fitness, mental health, or other wellness expenses.

• $300 home office setup bonus after completing one year of employment.

• Support for ongoing education and professional development.

• Team and company-wide offsite events several times a year, with full attendance support.