Director of Customer Support

United State (Remote)
January 25, 2026
Full Time
Urgent

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Job Description

About the Role

At enterprise scale, customer support is no longer a reactive function; it is a core pillar of customer retention, product adoption, and brand trust. We are seeking a Director of Customer Support to lead and modernize a global, multi-tier support organization serving enterprise and high-growth customers across digital platforms and technology services.

This role is designed for a senior operator who understands how to scale support operations without sacrificing quality, and how to leverage data, automation, and AI-assisted workflows to deliver consistent, high-value customer experiences. The Director will own the end-to-end customer support strategy, from frontline operations and escalation management to tooling, analytics, and continuous improvement.

Working closely with Product, Engineering, Customer Success, and Executive Leadership, you will ensure customer issues are resolved efficiently, root causes are addressed systematically, and insights from support interactions feed directly into product improvements. This role requires a balance of operational rigor, customer empathy, and strategic thinking.

This is not a call-center management role. It is a mandate to build a modern, intelligent customer support organization that scales globally, drives customer loyalty, and strengthens long-term enterprise relationships.

Essential Duties and Responsibilities

  • Lead global customer support operations across multiple tiers and channels (chat, email, phone, in-app, and self-service).

  • Design and execute a scalable support operating model aligned with enterprise growth and customer expectations.

  • Implement AI-enabled tools, automation, and knowledge systems to improve resolution speed and quality.

  • Own support performance metrics, including CSAT, NPS, SLA compliance, first-contact resolution, and cost-to-serve.

  • Partner with Product and Engineering to drive issue resolution, defect prioritization, and product quality improvements.

  • Establish escalation frameworks and executive response processes for high-impact customer issues.

  • Optimize staffing models, workforce planning, and vendor partnerships.

  • Drive continuous improvement through root-cause analysis, process optimization, and customer feedback loops.

  • Lead, mentor, and develop support managers and regional leaders.

  • Represent the voice of the customer in enterprise decision-making forums.

Job Qualifications and Requirements

  • 10+ years of experience in customer support, technical support, or customer operations leadership.

  • Proven experience leading large, global support teams within SaaS, enterprise software, or technology services environments.

  • Strong understanding of modern support platforms, ticketing systems, CRM tools, and AI-assisted support technologies.

  • Experience managing enterprise customers with complex technical environments and SLAs.

  • Demonstrated ability to scale operations while improving customer satisfaction and efficiency.

  • Strong analytical skills with experience using data to drive decisions and performance improvements.

  • Excellent communication skills with experience engaging senior stakeholders.

Personal Capabilities and Qualifications

  • Customer-first mindset balanced with operational discipline.

  • Calm, decisive leader who performs effectively during escalations and high-pressure situations.

  • Strategic thinker with strong execution focus.

  • Collaborative partner who builds trust across Product, Engineering, and Customer Success.

  • Highly organized, metrics-driven, and continuously improvement-oriented.

  • Strong people leader with a passion for developing high-performing teams.

Strategic Support

  • Advise executive leadership on customer experience trends, risks, and improvement opportunities.

  • Support enterprise planning related to customer retention, churn reduction, and support scalability.

  • Partner with Product Management on roadmap prioritization informed by customer feedback.

  • Enable data-driven decisions across customer operations and experience initiatives.

  • Support post-merger integration of support teams, systems, and processes when applicable.

Working Conditions

  • Hybrid work environment with collaboration across global teams and time zones.

  • On-call leadership responsibility for critical escalations.

  • Periodic domestic and international travel for team leadership, planning, and operational reviews.

  • High-visibility role with direct impact on customer satisfaction and brand reputation.

Job Function

  • Customer Support & Service Operations

  • Technical Support & Escalation Management

  • Support Systems, Tools & Automation

  • Customer Experience Optimization

  • Workforce Planning & Performance Management

  • Voice-of-Customer & Continuous Improvement

Compensation & Benefits

  • Base Salary: $225,000 – $305,000

  • Annual Performance Bonus

  • Long-Term Incentive Plan (Equity / Performance Awards)

  • Comprehensive Medical, Dental, Vision Coverage

  • 401(k) with Competitive Company Match

  • Leadership Development & Training Programs

  • Wellness, Mental Health & Family Support Benefits

  • Generous Paid Time Off + Company Holidays

Why Join Us

  • Lead customer support at enterprise scale with global impact.

  • Modernize support operations using AI, automation, and data-driven insights.

  • Work alongside product and engineering leaders to improve customer outcomes.

  • Influence customer loyalty, retention, and brand trust at the highest level.

  • Join an organization that treats customer experience as a strategic advantage, not a cost center.

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