Senior Director, Customer Support
Core
Senior leader responsible for shaping and executing the vision, strategy, and operations of the customer support function to ensure an exceptional, consistent, and scalable customer experience.
Role type
Senior Director, Customer Support
Builds
Scalable customer support operations and high-performing teams
Domain
SaaS / Technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Customer support strategy, team leadership and scaling, cross-functional partnership, data-driven operational excellence, support technology platforms (CRM, ticketing, chat, analytics), budget and resource planning, workflow optimization
Preferred skills
MBA or relevant certification, global or distributed team management, change management, automation and self-service tool design, customer-centric methodologies (VoC, Design Thinking, Lean/Agile)
Technologies
Zendesk, Salesforce Service Cloud, Intercom
Responsibilities
Develop and execute customer support strategy aligned with company goals; Lead, mentor, and scale customer support teams; Oversee daily operations across support channels; Establish, monitor, and report on support metrics and KPIs; Collaborate with cross-functional partners to drive product and support enhancements; Analyze support data and customer feedback to identify trends and improvement opportunities; Design and optimize workflows, tools, and knowledge resources; Manage support budgets, resource planning, and vendor relationships; Handle escalated customer issues and critical incidents; Partner to drive initiatives focused on automation and self-service
Seniority
Senior Director, hands-on leadership & strategy
