Director, Customer Success
Core
Strategic leadership of customer support operations, focusing on operational excellence, team development, and data-driven improvement of resolution rates and customer satisfaction.
Role type
Senior IC Director of Customer Support
Builds
Scalable customer support frameworks, processes, and high-performing teams
Domain
Fintech / Retirement Savings
Required skills
Strategic planning, team leadership, operational efficiency, data-driven decision-making, budget management, omnichannel support management, workforce management, cross-functional collaboration
Preferred skills
Quality assurance program implementation, scaling support functions, contact center technology optimization, support automation (chatbots/AI), product roadmap influence
Technologies
Zendesk, Salesforce Service Cloud
Responsibilities
Direct high-performing customer support teams, lead and develop senior customer support managers, develop and implement strategic support frameworks with KPIs, create scalable processes to improve first-call resolution rates, partner cross-functionally with Product, Onboarding, Operations, and Sales, oversee technology selection and implementation for call center operations, strategically plan and manage staffing levels and schedules, serve as an escalation point for complex customer issues
Seniority
Senior, hands-on IC