Director of Customer Support

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

📋 Description

• Lead the team by hiring, coaching, and nurturing a high-performing Customer Support organization.

• Develop and implement the strategy to define how Customer Support scales alongside the business.

• Adopt an AI-first mindset by designing how Moby and our AI tools will deflect, triage, and provide assistance.

• Manage operations based on real metrics, taking ownership of response time, time-to-resolution, CSAT, deflection, ticket-per-customer, and overall team productivity.

• Establish support engineering as a distinct discipline by directly leading technical tasks such as reproductions, log analysis, SQL queries, and API troubleshooting.

• Oversee end-to-end bug triage, including intake, severity modeling, SLAs, ownership, and reporting.

• Collaborate with Product and Engineering teams, serving as the technical liaison to R&D.

• Act as the senior escalation point for intricate customer situations and platform-related issues.

• Develop the knowledge layer through documentation, a knowledge base, in-app guidance, and customer education initiatives.

• Manage staffing and capacity planning, including headcount modeling, organizational design, and ensuring global coverage across the US, EMEA, and APAC.

• Cultivate a company culture that prioritizes customer focus, technical rigor, accountability, and a commitment to continuous improvement.

⛳️ Requirements

• A minimum of 8 years of experience in Customer Support, Customer Experience, or Customer Operations within a SaaS framework.

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

• Proven experience in deploying AI within a support context, rather than just having it as a theoretical concept.

• Strong knowledge of support operations, workforce planning, service delivery, and best practices in customer support.

• Experience in managing support KPIs, reporting frameworks, and operational dashboards.

• Outstanding leadership, coaching, and talent development abilities.

• Strong analytical and problem-solving skills, employing a data-driven approach to decision-making.

• Excellent verbal and written communication skills, with the capacity to influence stakeholders throughout the organization.

• Experience with e-commerce, analytics, martech, or SaaS products is highly preferred.

• Familiarity with support platforms like Intercom, HubSpot, Salesforce, or similar tools.

• Ability to excel in a fast-paced, high-growth environment while balancing strategic initiatives and operational execution.

🏝️ Benefits

• Triple Whale is an equal opportunity employer. We celebrate diversity and are dedicated to fostering an inclusive environment for all employees.