Director of Customer Support
Core
Lead the full customer support organization (Tier 1–3) across phone, chat, email, and AI-assisted channels to own quality, efficiency, and people strategy for a SaaS platform serving auto repair shops.
Role type
Senior leadership IC (Director of Customer Support)
Builds
Customer support organization, QA frameworks, and operational processes for a SaaS platform
Domain
SaaS / Auto repair industry
Required skills
Customer support leadership, Quality Assurance (QA) program design, Cross-functional partnership, Data-driven decision making, Team building and retention, Strategic planning, Process optimization, Stakeholder management, Change management, Performance reporting
Preferred skills
Experience with AI/automation in support, Forecasting and staffing models, Executive presentation skills
Technologies
Ticketing systems, Telephony platforms, QA tools, Knowledge bases, AI support tools
Responsibilities
Design and run QA programs across all support tiers; Improve CSAT, NPS, and efficiency metrics (FCR, TTR, SLA); Build career paths and training programs for support staff; Partner with Product and Engineering to reduce contact volume; Lead headcount planning and organizational design; Serve as the voice of the customer to executive leadership.
Seniority
Director, strategic leadership