Director Customer Support

About the Opportunity The organization is seeking a strategic Director, Customer Support to lead its global support operations and direct the customer service experience. This role oversees a multi-tiered support organization with established standards and service level objectives (SLOs), managing teams across the United States, the United Kingdom, and Australia. Support operations currently integrate artificial intelligence for deflection, agent assist, and quality management, alongside expanding offshore partner operations.

This is a strategic leadership position responsible for establishing support commitments, integrating personnel and technology, and scaling operations without scaling headcount in direct proportion to ticket volume. The leader will oversee management teams, direct the operating model, manage the operational budget and capacity planning, and design a premium support offering.

Key Responsibilities

• Manage Support Managers and the Team Lead structure across the United States, the United Kingdom, and Australia, hiring, developing, and upholding high performance standards for frontline leadership.
• Own the operating model by defining target states for tier design (L1, L2, and L3), domestic versus offshore distribution, regional coverage, and peak-period operations, while leading the transition roadmap.
• Oversee offshore and partner capacity, deciding work allocation between partner and domestic teams, maintaining quality and SLO parity across all teams, and leading regular partner performance reviews in coordination with Revenue Strategy and Operations.
• Manage operational budget and capacity planning, including headcount modeling, business process outsourcing (BPO) spend, and tooling spend, linking staffing models to volume and SLO attainment for annual planning.
• Establish the organizational quality standard, owning the KPI and SLO framework, the quality assurance program, tier-based performance expectations, CSAT, SLO attainment, and resolution trends.
• Own customer-facing commitments by designing and launching an enterprise and premium support offering with tier-based SLAs, establishing clear scope boundaries across Customer Success, Services, and Sales, and defining paid or self-serve alternatives.
• Establish Support Engineering as a discipline, setting the leadership model, technical standards, career progression, and collaboration model with Engineering for the Level 3 team.
• Serve as the senior escalation point for customers, Customer Success leadership, and executive leadership, while managing the customer support incident-management program at the program level.
• Partner cross-functionally with Product and Engineering on supportability and product roadmap inputs, Customer Success and Services on handoffs and scope, and Enablement and Product Marketing on launch readiness and self-serve capabilities.

Required Qualifications

• Proven experience leading a B2B SaaS support or customer experience organization through significant operational changes in service delivery, such as tier redesigns or transitions to partner or offshore teams, with accountability for both strategy and execution.
• Several years of direct experience managing people managers and developing leaders.
• Experience managing support budgets and developing capacity models that directly inform staffing and resource decisions.
• Demonstrated success maintaining clear scope boundaries with internal stakeholders while providing practical, workable alternatives.
• Experience directing support for data-intensive or integration-heavy software products where data discrepancies and integration failures occur, maintaining technical credibility with teams troubleshooting these issues.
• Experience deploying artificial intelligence within a support context, including a clear understanding of deflection quality, failure modes, and appropriate human-in-the-loop workflows.
• Experience working collaboratively alongside a dedicated technical operations leader.

Preferred Qualifications

• Professional background in marketing technology, ecommerce, or data analytics.
• Familiarity with Zendesk, Assembled, and Looker.
• Experience designing or launching a premium or tiered customer support offering.
• Experience managing follow-the-sun support operations across the United States, the United Kingdom, and Australia.

Compensation and Benefits

• The base salary range for this full-time role based in the United States is $155,000 to $175,000 annually, determined by role, level, and location.
• Total compensation includes equity.
• Benefits include health and wellness coverage.

Equal Opportunity and Accommodations The organization provides equal employment opportunities to all employees and applicants regardless of protected characteristics, maintaining a work environment free from discrimination, harassment, and retaliation. Reasonable accommodations are available for candidates with disabilities throughout the application and recruitment process.