Director, Customer Support

📋 Description

• Lead advanced technical support delivery, ensuring teams possess the technical bar and
• Act as the primary conduit between Customer Support and the Product/Engineering organizations
• Manage overall team performance against strict benchmarks, monitoring key metrics such as customer
• Serve as the definitive escalation point for sensitive, complex, and highly time-critical customer
• Partner closely with Workforce Management (WFM) and Finance to review advanced-tier volume
• Establish objectives, conduct performance evaluations, and provide targeted coaching to people

🎯 Requirements

• Minimum of 5 years of senior leadership experience in a high-volume, multi-channel customer or
• Proven history of operating successfully within a SaaS environment, demonstrating a deep
• Strong experience building highly collaborative partnerships with technical groups, specifically
• Proven ability to manage people leaders and high-performing technical support resources across
• Strong written, verbal, and analytical skills, with a demonstrated ability to independently
• Experience collaborating with and managing business process outsourcers (BPOs) or vendor delivery

🎁 Benefits

• We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and
• Join the experts. If you're passionate about supporting businesses and organizations, you won’t
• You’ll have opportunities to grow your career. We encourage and support our team members to learn
• A generous paid time off policy and a competitive benefits package that supports the health and