Director Customer Support
Core
Lead a global SaaS customer support organization, driving strategy, team stability, and transformation through AI and automation adoption.
Role type
Senior IC Director of Customer Experience (SaaS)
Builds
Customer support operating model, team capabilities, and customer experience outcomes
Domain
SaaS / Aged and disability care technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic planning, team leadership and coaching, change management, data-driven decision making, stakeholder management, incident management, process optimization, performance management, AI/automation strategy
Preferred skills
Experience in aged/disability care sector, knowledge of care technology products, leading cross-regional teams
Technologies
AI, automation, self-service platforms
Responsibilities
Lead, coach, and motivate a support team across multiple functional streams; Set and execute the future support strategy and transformation roadmap; Stabilize teams and improve engagement/retention; Manage complex customer escalations and critical incidents; Drive performance against SLAs, CSAT, and resolution metrics; Evolve policies and service design to increase agent autonomy; Partner with Product, Engineering, and Customer Success to deliver sustainable outcomes
Seniority
Director, strategic leadership with hands-on execution
