Senior Director – Customer Support

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

📋 Description

• Take ownership of SLA and case-resolution performance across the entire support organization, focusing on time-to-resolution, backlog reduction, and customer satisfaction goals.

• Develop a highly effective support system, team, and operational framework.

• Create and evaluate QA processes for AI-assisted case resolution.

• Enhance case triage, routing, escalation, and handoff processes to Product Development.

• Define operational procedures for product support resolution, monitoring, root cause analysis, and analytics.

• Present performance metrics to the CPO and cross-functional leadership.

• Revise the support hiring profile to align with more technical standards.

• Establish support career ladders with defined levels, compensation structures, and technical leadership roles.

• Oversee and mentor Support Managers.

• Manage training, enablement, and onboarding frameworks.

• Scale the team while enhancing operational efficiency.

• Convert support data into evidence-based recommendations for the product roadmap.

• Collaborate with Product Leadership on prioritizing the roadmap.

• Ensure customer feedback influences the product development lifecycle.

• Work alongside Customer Operations leadership in onboarding, customer success, and support.

• Examine the complete case journey and implement improvements to throughput, quality, efficiency, and customer satisfaction.

• Manage workforce planning, capacity modeling, tooling investments, and the long-term operational model.

• Construct data infrastructure and dashboards to monitor support performance.

⛳️ Requirements

• A minimum of 7 years of experience in building or scaling technical support/TSE organizations, or at least 5 years in scaling consumer product services within software or SaaS companies that feature genuine tiered escalation models and technical depth.

• Demonstrated success in operating functions against strict SLAs and systematically enhancing them.

• Extensive people management experience, including building effective teams, fostering culture, and achieving outcomes through coaching, leadership, and accountability.

• Experience in developing or redesigning support career ladders and leveling frameworks that attract and retain technical talent.

• Technically credible, with the capability to communicate effectively with engineers and evaluate the quality of technical problem-solving.

• Experience in creating or redesigning workflows, tools, and operational models.

• Ability to convert metrics into actionable insights, including leveraging case data to influence product roadmap prioritization.

• Proven capability to partner with Product and Engineering leadership as an equal, influence roadmaps, obtain resources, and navigate matrix structures.

• Lean Six Sigma or Process Engineering experience is advantageous.

• A mindset that treats customer service as a product.

• A builder mentality with experience in initiating functions from the ground up or leading significant transformations.

• Ability to hold teams accountable while fostering their development and growth.

• Cross-functional influence through partnership and data-driven evidence.

• Compliance with all applicable work authorization and employment eligibility requirements.

🏝️ Benefits

• Equal opportunity employer.

• Diverse and inclusive work environment.