Director of Customer Support

Role overview

Build and lead a distributed customer support organization serving manufacturing customers who rely on connected hardware and software. You will guide a shift to specialized Tier 1 and Tier 2 teams, improve service quality and resolution outcomes, and connect field issues to product and engineering priorities. The role includes support operations across the United States, Mexico, and Latin America.

Responsibilities

- Lead the Tier 1 and Tier 2 reorganization, setting performance standards, staffing models, shift coverage, and team goals. - Coach managers and team leads, develop their leadership skills, and review progress with executives. - Own support quality and customer effort; oversee critical incidents and strategic account escalations. - Track ticket risks, outages, and hardware or sensor failures, then lead root-cause investigations with engineering and field teams. - Establish support processes, playbooks, and knowledge resources, and improve onboarding time for new hires. - Modernize support tools and introduce AI for triage, diagnostics, self-service, and agent assistance; use frontline feedback to shape reliability priorities. - Coordinate support with customer success, sales, product, engineering, and operations, including localized and follow-the-sun coverage.

Requirements

- At least eight years in customer or technical support, including B2B SaaS or hardware-enabled SaaS. - Four or more years in director-level leadership, managing at least 15 people across multiple supervisory levels. - At least two years accountable for service levels, customer satisfaction, or quality measures. - Experience building support teams, developing leaders, and delivering measurable improvements in service quality, resolution time, or first-contact resolution. - At least two years leading remote, shift-based, or follow-the-sun teams. - Comfort using diagnostics, analytics, and AI in support operations, with strong process and incident management skills.

Nice to have

- Experience in IoT, connected devices, predictive maintenance, manufacturing, or a similar technical B2B industry. - Familiarity with hardware troubleshooting, manufacturing operations, or asset-intensive environments; ability to translate field evidence into engineering discussions. - Experience supporting Mexico or Latin America, including localized service and regional compliance.

Benefits and work setup

- Remote-first role for a distributed team across the United States and Ontario, Canada, with collaboration during core working hours. - U.S. base salary range is $146,000–$183,000, plus equity and benefits; pay varies by location and qualifications. - Benefits include flexible scheduling, retirement plan matching, comprehensive coverage, and unlimited paid time off.