Director of Customer Support
Core
Lead the strategy, operating model, and performance of the customer support function for a B2B industrial AI platform serving enterprise manufacturers.
Role type
Director of Customer Support (People-first, systems-oriented leader)
Builds
Scalable support processes, service standards, and a high-performing global support organization
Domain
B2B SaaS / Industrial AI / Edge Computing
Deliverable
dashboards & analysis
Required skills
Strategic planning, organizational design, people leadership, cross-functional influence, data-driven decision making, executive communication, incident management, budget management, vendor management
Preferred skills
Experience with Zendesk, AI-assisted support capabilities, knowledge management systems
Technologies
Zendesk, Linux, APIs, databases, cloud platforms, containers, networking
Responsibilities
Set global support strategy and roadmap; Lead and develop support managers and technical teams; Own support performance metrics (SLA, CSAT, backlog); Design follow-the-sun coverage and escalation practices; Partner with Engineering/Product on defect triage and product quality; Manage support budget and vendor relationships; Ensure compliance with security and privacy requirements
