Director, Customer Support
Core
Lead the global Customer Support organization to define operating models, manage budgets, and deliver premium support commitments for B2B SaaS customers.
Role type
Director of Customer Support (Strategic Operations & Leadership)
Builds
Premium support offerings, global support operating models, and scalable support capacity.
Domain
B2B SaaS / Customer Experience (CX)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
B2B SaaS support leadership, team management (managing managers), budget and capacity planning, offshore/BPO management, AI in support context, stakeholder scope management, incident management
Preferred skills
Martech/ecommerce background, Zendesk/Assembled/Looker familiarity, premium support design, follow-the-sun coverage experience
Technologies
Zendesk, Assembled, Looker
Responsibilities
Lead the management team across US, UK, and Australia; define the operating model and quality bar; manage offshore and partner capacity; manage budget and capacity; set the quality bar (KPIs, SLOs, QA); own customer-facing commitments (premium SLAs); establish Support Engineering as a discipline; serve as the senior escalation point; partner across the company.
Seniority
Director, strategic operator
