Director of Customer Support
Core
Lead and scale a global customer support organization for manufacturing customers, focusing on hardware uptime, root-cause resolution, and AI-powered tooling integration.
Role type
Senior Director of Customer Support (Hardware/SaaS)
Builds
Tier 1 and Tier 2 support teams, support operating models, and AI-integrated support workflows.
Domain
Manufacturing, IoT, Predictive Maintenance, Hardware Support
Deliverable
production ML models
Required skills
Strategic team leadership, SLA/CSAT/Quality metrics management, Root-cause analysis, AI tool integration, Cross-functional stakeholder management, Global remote team management, Process design and SOP creation, Incident management, Data-driven decision making
Preferred skills
Hardware troubleshooting, Manufacturing operations knowledge, Latin America market experience, Change management, Executive presence
Technologies
Ticketing systems, Knowledge bases, Remote diagnostics tools, AI agent-assist tools
Responsibilities
Lead reorganization of support into Tier 1 and Tier 2 teams, Define performance standards and coaching frameworks, Own support quality and customer effort metrics, Lead escalations for Sev 1 incidents, Design support processes and playbooks, Integrate support tech stack with product systems, Lead AI integration for productivity gains, Partner with Product and Engineering on reliability roadmap, Manage support strategy for Mexico and Latin America
Seniority
Director, strategic leadership with hands-on operational oversight
