Director, Customer Support

Role overview Lead global Tier 2 and Tier 3 customer support operations in a high-volume, multichannel service environment. You will manage teams across onshore, nearshore, and offshore settings while improving complex technical issue resolution and building strong working relationships with product and engineering groups. The role also connects support performance, customer feedback, and escalation trends to product improvements and service quality.

Responsibilities - Oversee advanced technical support delivery, strengthening teams' technical skills and approaches to complex problem-solving. - Work with product, engineering, and IT teams to share support trends, influence product priorities, resolve defects, and improve system health. - Monitor operational performance, including customer satisfaction, first-contact resolution, handling times, and resolution rates. - Act as the escalation point for sensitive, complex, or time-critical technical customer issues. - Coordinate staffing and forecasts with workforce management and finance to meet service targets and business needs. - Set objectives, evaluate performance, coach team leaders, and work with learning teams on technical and leadership development. - Align support teams with organizational goals and collaborate with customer success, sales, IT, and HR on shared initiatives.

Requirements - At least five years of senior leadership experience in a high-volume, multichannel customer or technical support operation. - Demonstrated success in a SaaS environment and understanding of small and midsize business customers. - Experience building partnerships with engineering, product, and IT teams around technical roadmaps and escalation processes. - Ability to lead managers and technical support teams across multiple sites and delivery regions. - Strong written, verbal, and analytical skills, with independent problem-solving and a focus on ongoing quality improvement. - Experience working with business process outsourcers or other service delivery vendors.

Benefits and work setup The source describes a global operation that may include onshore, nearshore, and offshore teams, working remotely and on site. It does not provide specific compensation or benefits details.