đź“Ť Remote (United States)
Industry: Technology | AI-Enabled SaaS | Enterprise Digital Platforms
💼 Total Compensation Package: $320,000 – $395,000
About the Role
We are a global technology organization delivering AI-powered SaaS platforms and enterprise digital solutions that support business-critical operations for customers across multiple industries. Customer Support is not a reactive function within our organization; it is a strategic driver of customer retention, platform adoption, and long-term enterprise value.
As Director of Customer Support, you will lead a large, distributed support organization responsible for delivering world-class service at scale. This role is designed for a senior leader who can balance operational excellence, customer experience design, automation strategy, and executive communication. You will shape how customers experience our products post-sale, influence product roadmaps through customer insight, and elevate support into a proactive, data-driven function.
This position requires deep experience operating within complex technology environments, managing global teams, and driving continuous improvement across support systems, processes, and talent.
Essential Duties and Responsibilities
- Own the global customer support strategy across all products and customer segments.
- Lead and scale multi-tier support teams, including frontline agents, escalation teams, and technical specialists.
- Define service delivery models, SLAs, KPIs, and performance benchmarks aligned with enterprise customers.
- Implement AI-driven support tools, automation, and self-service capabilities to improve efficiency and resolution times.
- Partner with Product and Engineering to surface recurring issues, customer pain points, and enhancement opportunities.
- Establish structured escalation management and executive-level incident response processes.
- Drive customer satisfaction, retention, and advocacy through measurable service outcomes.
- Develop support analytics, reporting dashboards, and operational insights for executive leadership.
- Oversee vendor relationships, outsourced support models, and global service partners.
- Build and mentor senior support leaders, fostering a culture of accountability, empathy, and continuous learning.
Job Qualifications and Requirements
- 12+ years of experience in Customer Support, Customer Operations, or Service Leadership roles.
- 5+ years in a senior leadership capacity managing large, global support organizations.
- Strong background in SaaS, enterprise software, cloud platforms, or AI-enabled products.
- Proven success in implementing support automation, AI chat, and knowledge-base strategies.
- Deep understanding of ITIL, incident management, and customer experience frameworks.
- Experience supporting enterprise and strategic accounts with complex technical needs.
- Bachelor’s degree required; advanced degree or executive leadership training preferred.
Personal Capabilities and Qualifications
- Customer-first leader with a strong operational mindset.
- Highly analytical, using data to drive decisions and service improvements.
- Confident executive communicator with experience presenting to C-suite stakeholders.
- Calm, decisive leader in high-pressure situations and major incident scenarios.
- Strong people leader who develops high-performing, globally distributed teams.
- Ability to balance empathy with performance expectations and accountability.
Strategic Support
- Serve as a senior advisor to the Chief Customer Officer and Executive Leadership Team.
- Influence product strategy through structured customer feedback and support analytics.
- Support enterprise growth initiatives by ensuring scalable, high-quality customer service.
- Partner with Sales and Customer Success to improve onboarding, renewals, and upsell readiness.
- Provide executive insight on customer health, risk indicators, and service trends.
Working Conditions
- Remote-first role with periodic travel for leadership meetings, customer engagements, and team summits.
- Collaboration across multiple time zones and global regions.
- High-visibility position with direct exposure to executive leadership.
- Fast-paced, mission-critical environment supporting enterprise-scale customers.
Job Function
- Lead customer support operations and service strategy across a global customer base.
- Drive operational excellence, automation, and customer satisfaction at scale.
- Transform support into a strategic, insight-driven function within the enterprise.
Compensation & Benefits
- Base Salary: $320,000 – $395,000
- Annual performance-based executive bonus
- Long-term incentive opportunities (equity or performance awards)
- Comprehensive executive benefits package, including:
- Medical, dental, vision & wellness programs
- Retirement plans with company contributions
- Generous paid time off and flexible scheduling
- Leadership development and executive coaching
- Mental health and wellbeing resources
- Remote work and technology stipend
Why Join Us
- Shape the customer experience for enterprise-grade, AI-powered platforms.
- Lead at scale with direct influence on product direction and customer strategy.
- Work alongside experienced executives in a growth-oriented technology organization.
- Opportunity to modernize and elevate customer support through automation and innovation.
- Clear executive career pathways toward VP of Customer Support, Chief Customer Officer, or broader Operations leadership roles.
