Director of Customer Support

As the Director of Customer Support, you will report directly to the Sr. Director - Customer Support. In this role, you will lead the global service delivery operations for our high-volume multi-channel support environment with dedicated, operational accountability for the Tier 2 (T2) and Tier 3 (T3) Support organizations. You will manage a diverse, global team that may include onshore, nearshore, and offshore resources operating in remote and onsite environments. A critical focus of this role will be building and leading the strategic operational relationship with Engineering and Product teams to ensure seamless technical escalation paths and drive continuous product improvement.

Your core responsibilities will include:

• T2 & T3 Support Oversight: Lead advanced technical support delivery, ensuring teams possess the technical bar and problem-solving methodologies required to resolve complex inquiries efficiently.
• Engineering & Product Partnership: Act as the primary conduit between Customer Support and the Product/Engineering organizations. Synthesize technical support data and high-tier escalation trends to influence product cycles, drive bug remediation, and improve system health.
• Operational Performance Management: Manage overall team performance against strict benchmarks, monitoring key metrics such as customer satisfaction (CSAT/NSAT), first contact resolution (FCR), handling times, and resolution rates.
• Escalation Governance: Serve as the definitive escalation point for sensitive, complex, and highly time-critical customer technical issues, safeguarding customer retention and driving quick wins.
• Resource & Staffing Collaboration: Partner closely with Workforce Management (WFM) and Finance to review advanced-tier volume forecasts, matching technical staffing plans to overarching business objectives and service level agreements (SLAs).
• Leadership & Talent Development: Establish objectives, conduct performance evaluations, and provide targeted coaching to people leaders and frontline teams. Partner with the Learning and Enablement Team to design progression programs that scale advanced technical skills and leadership capabilities.
• Strategic Alignment: Communicate department and company goals down through the T2/T3 tiers to foster purpose and cross-functional alignment. Work cross-functionally with Customer Success, Sales, IT, and HR on corporate initiatives.

Who You Are

You are a highly analytical, technically astute, and collaborative leader who thrives at the intersection of customer care, product engineering, and advanced problem-solving. You are passionate about developing technical talent and translating deep product data into actionable service improvements.

Our ideal candidate possesses:

• Experience: A minimum of 5 years of senior leadership experience in a high-volume, multi-channel customer or technical support center.
• SaaS Domain Expertise: Proven history of operating successfully within a SaaS environment, demonstrating a deep understanding of Small and Medium-Sized Businesses (SMBs) and their unique operating verticals.
• Technical Stakeholder Management: Strong experience building highly collaborative partnerships with technical groups, specifically Engineering, Product, and IT, to manage technical roadmaps and escalation processes.
• Advanced Team Leadership: Proven ability to manage people leaders and high-performing technical support resources across multi-site onshore, nearshore, and offshore environments.
• Analytical & Execution Capability: Strong written, verbal, and analytical skills, with a demonstrated ability to independently problem-solve, take initiative, and maintain focus on continuous quality improvements.
• Vendor Management: Experience collaborating with and managing business process outsourcers (BPOs) or vendor delivery partners to balance cost-effectiveness with high-quality service outcomes.

What Does Success Look Like:

Success in this role means establishing a highly efficient, advanced technical support organization that bridges the gap between our customers and our product builders, acting as an engine for customer retention and software quality.

You will be measured on your ability to deliver:

• Technical Resolution Excellence: Maximizing First Contact Resolution (FCR) and Tier 2/3 resolution rates while continuously reducing backlog depth and engineering cycle time for customer-reported issues.
• High-Tier Customer Satisfaction: Achieving outstanding customer satisfaction and health metrics (CSAT/NSAT) for advanced technical support interactions and executive-level escalations.
• Impactful Product Influence: Successfully utilizing technical support data and customer feedback loops to positively affect the product development lifecycle and systematically reduce product friction.
• Operational Efficiency: Meeting or exceeding designated SLAs by aligning advanced technical team capacity with volume fluctuations, managed in sync with corporate cost-per-interaction goals.
• Strong Technical Talent Pipeline: Developing a highly capable, engaged, and retention-focused team of technical support professionals and people leaders with distinct career progression paths.