Senior Director, Customer Support

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

📋 Description

• Take ownership of the entire support process from initial contact to platform adoption, while advocating for systemic improvements.

• Lead and nurture a global customer support team.

• Implement AI-enhanced workflows, intelligent routing, and self-service automation solutions.

• Define and oversee impact-driven support metrics, including adoption rates, time-to-value, self-service deflection, CSAT, FRT, and FCR.

• Manage the knowledge strategy and create an exemplary knowledge base.

• Analyze support data to pinpoint adoption gaps, onboarding challenges, and product issues.

• Collaborate with Product, Sales, Customer Success, Engineering, and senior leadership.

• Link support signals to opportunities for expansion and potential retention risks.

• Oversee the support organization’s budget and allocate resources effectively for maximum impact.

⛳️ Requirements

• At least 10 years of experience in building and leading high-performing technical support teams in multi-geographical or virtual settings.

• A minimum of 5 years in a SaaS environment with a proven ability to enhance customer adoption and platform utilization.

• Demonstrated success in implementing AI solutions in a support context, including knowledge base automation, AI-assisted ticketing, or self-service deflection initiatives with quantifiable outcomes.

• Proven capability to guide teams through significant cultural transformations, adapting success metrics, and developing new capabilities from the ground up.

• Experience in managing offshore and internationally distributed teams, ensuring consistent results across various time zones.

• Practical expertise with Zendesk (Support, Chat, Guide, Explore), Snowflake, and AI platforms like Claude or OpenAI.

• Established history of creating self-service knowledge programs that lower ticket volume and expedite customer time-to-value.

• Proficient with AI tools and aware of the responsible application of AI in customer-facing situations.

• Strong communication skills across Product, Engineering, and executive teams.

🏝️ Benefits

• Three weeks of vacation (starting from the first year).

• Wellness days and holidays to help you recharge.

• Parental leave along with a comprehensive benefits package.

• Monthly technology stipend.

• Opportunities for recognition and career development.

• Competitive salary.

• Remote-first work culture.

• Accelerated learning opportunities.

• Inclusive and rapidly growing work environment.