Director, Customer Support

Role overview

A senior leadership opportunity to direct a multi-region customer support organization for an AI-driven marketing platform used by thousands of brands. The position owns the strategy, operating model, and service commitments that determine how customers experience the product when things go wrong. Success in this role means scaling support quality and reach without letting headcount expand proportionally to ticket volume.

Responsibilities

- Lead and develop the support management team across the United States, United Kingdom, and Australia, setting the standard for hiring, performance, and growth of frontline leaders. - Own the end-to-end operating model, including tier design (L1/L2/L3), regional and offshore coverage strategy, peak-period staffing, and the sequencing of transitions between delivery models. - Decide which work is handled by partner teams versus in-house staff, govern quality and SLO parity across both, and run the partner performance cadence in coordination with revenue operations. - Build and maintain the headcount, BPO, and tooling budget, tying staffing projections to volume forecasts and SLO attainment for annual planning. - Set the quality bar across the function, including KPI and SLO frameworks, the QA program, and tier-specific performance standards, with direct accountability for CSAT, SLO attainment, and resolution trends. - Design and launch a premium or enterprise support tier with tier-based SLAs the team can consistently meet, negotiating scope boundaries with adjacent customer-facing teams and providing alternatives when requests fall outside scope. - Establish Support Engineering as a recognized discipline with a defined leadership model, technical bar, career path, and working relationship with the broader Engineering organization.

Requirements

- Extensive experience leading large, multi-tier support organizations with a track record of building cost and capacity models that inform staffing decisions. - Demonstrated ability to hold clear scope boundaries with internal stakeholders while still offering workable alternatives for out-of-scope work. - Background running support for data- or integration-heavy products, with enough technical credibility to engage engineers debugging data discrepancies and integration failures. - Hands-on experience deploying AI across deflection, agent assist, and quality management, including a clear view of deflection quality, failure modes, and where humans must remain in the loop. - Track record of partnering effectively with a strong technical operations counterpart and giving that leader the autonomy to execute.

Nice to have

- Industry background in martech, ecommerce, or analytics. - Familiarity with Zendesk, Assembled, and Looker. - Experience designing or launching a premium or tiered support offering. - Follow-the-sun coverage experience spanning the US, UK, and Australia.

Benefits and work setup

- Competitive compensation package including equity and benefits, with health and wellness offerings. The US base salary range for this full-time role is $155,000 to $175,000 annually, plus equity and benefits, with ranges set by role, level, and location.