Director of Customer Support

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

📋 Description

• Lead a team to cultivate a high-performance Customer Support organization.

• Formulate and implement strategies to scale Customer Support alongside business growth.

• Adopt an AI-first mindset to design AI tools that enhance support operations.

• Manage metrics related to response times, resolution periods, and team productivity.

• Establish support engineering as a core discipline with direct involvement in technical work.

• Oversee the complete bug triage process and deliver real-time updates on issues.

• Collaborate with Product and Engineering to shape a roadmap driven by customer feedback.

• Act as the senior escalation point for complex customer issues.

• Create a knowledge base to facilitate self-service resolutions and educate customers.

• Handle staffing, capacity planning, and organizational design to support expansion.

• Foster a culture that prioritizes customer satisfaction and technical excellence.

⛳️ Requirements

• Minimum of 8 years of experience in Customer Support, Customer Experience, or Customer Operations within a SaaS environment.

• At least 3 years of experience in a leadership role managing managers and developing high-performing support teams.

• Proven experience in implementing AI solutions in a support context — not merely as a concept.

• Experience in establishing or revitalizing a B2B SaaS support function during phases of rapid growth or increased platform complexity.

• Comprehensive understanding of support operations and industry best practices.

• Proficient in managing support KPIs, reporting structures, and operational dashboards.

• Proven ability to collaborate effectively with Product and Engineering teams.

• Exceptional skills in leadership, coaching, and talent development.

• Strong analytical thinking and problem-solving abilities.

• Excellent verbal and written communication skills.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Paid time off

• Flexible work hours

• Professional development opportunities