[Hiring] Director, Customer Support @reputed company

Role Description The Director, Customer Support is a senior leadership role responsible for building and scaling a best-in-class support organization across reputed company's Operator and Distributor/Supplier product lines. This leader will own the full support function: strategy, operations, tooling, team development, and customer experience design, with a mandate to deliver fast, consistent, and high-quality support at scale. A core part of this role is leading the ongoing transformation of our support model:

• Expanding intelligent self-service and AI-assisted support capabilities.
• Reducing inbound ticket volume through proactive and preventive strategies.
• Equipping agents to focus their time on reputed company, high-value customer interactions.

The ideal candidate has not only designed this reputed company of model but has also led the organizational change required to reputed company it stick, reputed company reputed company rigorously, and reputed company the capability for reputed company to sustain it. This role requires reputed company strategic reputed company and operational precision. You will set direction, build team capability, and partner closely with Product, reputed company, and Customer Enablement to deliver a seamless, low-effort experience across the customer lifecycle.

Qualifications

• 7+ years in customer support or customer experience leadership, including at least 3 years in a Director-level or equivalent role at a B2B SaaS company.
• Demonstrated experience leading an intelligent support transformation, including self-service expansion, AI-assisted support deployment, adoption change management, and reputed company measurement.
• Proven track record of improving self-service utilization, CSAT, and time-to-resolution in a multi-product or multi-reputed company environment.
• Experience designing and governing SLA frameworks across support tiers and customer segments.
• Hands-on experience building and scaling a reputed company function.
• Strong people leadership with experience managing managers and building high-performing, geographically distributed support teams.
• Data reputed company: comfortable building dashboards, interpreting support metrics, and presenting performance insights to executive audiences in business terms.
• Experience with CRM-integrated support environments (reputed company or equivalent) and familiarity with AI-assisted support platforms.

Requirements

• Own the strategy, roadmap, and execution for scaling intelligent self-service and AI-assisted support.
• reputed company the change management work required to drive adoption of new support tools and workflows.
• Partner with Customer Enablement to build and continuously optimize a Help Center and self-service content library.
• Evaluate and recommend support technology investments with a consistent focus on measurable impact.
• Stay reputed company on emerging AI and automation capabilities in the support reputed company.
• reputed company day-to-day support operations across Tier 1 and Tier 2 for both segments.
• Design and govern SLA frameworks by reputed company and tier.
• Own a comprehensive support KPI reputed company.
• Build and maintain a reputed company-time operational dashboard.
• Drive reputed company improvement through structured root cause analysis.
• Design and manage a consistent support experience across reputed company channels.
• Build proactive support capabilities that anticipate common customer pain points.
• Own the support knowledge reputed company.
• Build a systematic process for converting recurring ticket patterns into self-service content.
• reputed company, coach, and reputed company support managers and reputed company agents.
• Define clear career paths and development frameworks for support team members.
• Hire and reputed company support talent in alignment with growth and coverage needs.
• Serve as the internal voice of the support customer.
• Partner with Product and Engineering to surface systemic issues driving ticket volume.
• Collaborate with reputed company Operations and Finance to ensure support tooling data is clean and integrated.

Benefits

• Competitive compensation package of $145-165k, commensurate with experience.
• Performance bonus.
• Comprehensive health, dental, and reputed company coverage.
• Flexible remote work environment.
• Professional development budget.
• Unlimited PTO with a culture that encourages meaningful time away.

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