Director, Customer Support

📋 Description

• Lead the management team. Manage Support Managers and the Team Lead structure across US, UK, and
• Own the operating model. Set the target state for tier design (L1/L2/L3), what stays stateside
• Manage offshore and partner capacity. Decide what work is delivered by partner teams versus
• Manage budget and capacity. Own the headcount model, BPO spend, and tooling spend. Build a cost and
• Set the quality bar. Own the KPI and SLO framework, the QA program, and performance standards by
• Own customer-facing commitments. Design and launch a premium/enterprise support offering with

🎯 Requirements

• Experience leading a B2B SaaS support or CX organization through a meaningful change in how work is
• Several years of experience managing managers and developing strong leaders.
• Experience managing a support budget and building capacity models that inform staffing decisions.
• A track record of holding clear scope boundaries with internal stakeholders while offering workable
• Experience running support for a data- or integration-heavy product, where data discrepancies and
• Experience deploying AI in a support context, with a clear understanding of deflection quality

🎁 Benefits

• Competitive perks and benefits
• Health & wellness
• Equity