Customer Support Director

📋 Description

• Lead and develop a high-performing support team, building an operating model that uses AI tools to
• Relentless focus on reducing time to value and removing friction at every touchpoint
• Identify and remove internal blockers that slow the team down, including tooling, process
• Partner closely with Product on the support roadmap, feeding customer signal into prioritization
• Analyze support case data to identify patterns and emerging trends, and work with Engineering to
• Build and maintain an escalation management process that catches risk early and keeps stakeholders

🎯 Requirements

• Experience leading a support, customer success, or technical services team with measurable customer
• Genuine fluency with AI tools in a support context, implementing or scaling AI-assisted triage
• Strong analytical instincts: comfortable digging into case data to find root causes and trends
• Collaborative, cross-functional operating style to build partnerships with Product, Engineering
• Excellent listening skills and genuine comfort being customer-facing, including joining live calls
• Clear grasp of how support work connects to revenue outcomes like NRR and GRR

🎁 Benefits

• Competitive salary and stock options
• Health benefits
• Unlimited PTO
• Parental leave
• Tuition reimbursements
• Annual performance-based incentive compensation and equity