Director, Customer Support
Core
Strategic and operational leadership for a Customer Support organization, focusing on team development, process improvement, and delivering high-quality support experiences using AI-enabled tools.
Role type
Senior IC Director of Customer Support
Builds
Customer support operations, service delivery, and customer experience
Domain
SaaS / Technology
Required skills
Strategic leadership, team development, operational performance management, customer relationship management, AI-enabled support tools, automation, data analytics, stakeholder collaboration
Preferred skills
Local government/property tax software experience, Microsoft 365 Copilot, Power BI, Excel
Technologies
AI-enabled support tools, chatbots, knowledge management tools, ticketing platforms, Microsoft 365, Power BI, Excel
Responsibilities
Provide strategic and operational leadership for the Customer Support organization; Lead, coach, and develop Support managers and team members; Serve as a senior point of escalation for complex customer issues; Drive continuous improvement of Support processes and workflows; Champion the adoption of AI-enabled support tools and automation; Collaborate across Product, Development, Sales, and Finance functions.
Seniority
Senior, hands-on IC