Director of Customer Support

📋 Description

• Set the global customer support strategy, operating model, service standards, and multi-year roadmap
• Lead, coach, and develop support managers, team leads, analysts, and technical support engineers
• Own support performance and customer outcomes, including service-level attainment, response and
• Design scalable follow-the-sun coverage, workforce capacity, case-routing, severity, escalation
• Serve as the executive escalation leader for critical customer issues
• Partner with Engineering and Product to improve defect triage, bug management, problem management

🎯 Requirements

• 10+ years of progressive experience in B2B software, enterprise technology, or technical customer
• Demonstrated success building or scaling a customer support organization serving complex enterprise
• Strong command of support operations, including service-level management, case and backlog
• Experience using customer support platforms such as Zendesk and analytics tools
• Proven ability to lead high-impact customer escalations
• Excellent people leadership, coaching, organizational design, and change-management skills