Senior Director, Customer Support
Core
Leading a 150+ person global customer support organization for a legal SaaS platform, integrating AI agents to handle routine inquiries while focusing human experts on complex, high-value interactions.
Role type
Senior Director, Customer Support & AI Strategy
Builds
AI-first support architecture, intelligent voice/chat agents, and a support team that acts as a growth engine for the company.
Domain
Legal Technology (SaaS) / Artificial Intelligence / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Leading large global support teams, deploying AI support agents at scale, managing Workforce Management (WFM), building feedback loops between support and product, handling multi-product SaaS environments, optimizing PLG support motions.
Preferred skills
Experience in legal tech or regulated verticals, familiarity with AI voice agent deployment, experience with Product-Led Growth (PLG) models.
Technologies
Maven AI, Decagon, Sierra, Intercom Fin, Salesforce Service Cloud, Talkdesk, Looker, Playvox, Zendesk, Claude.
Responsibilities
Lead and develop a 150+ person global team across five locations; Deploy AI support agents and build AI voice channels; Serve as escalation executive for critical customer incidents; Manage budget with an ROI mindset; Build and scale Support Systems architecture; Identify and convert Customer Success Qualified Leads (CSQLs).
Seniority
Senior Director, strategic leadership with hands-on operational oversight
