Director of Customer Support
Skills
- Proven leadership of SaaS support teams with global reach.
- Expertise in support tooling, CRM, and automation platforms such as Zendesk, Intercom, Salesforce.
- Strong data analysis and metrics-driven decision making skills.
- Excellent communication, coaching, and collaboration capabilities.
- Ability to translate customer feedback into actionable product innovations.
- Experience supporting diverse customer types with tailored approaches.
Responsibilities
- Lead and scale a high-performing, globally distributed support team aligned with company values.
- Develop and own a support tooling strategy leveraging AI, automation, and integrations.
- Use support trend data and customer insights to influence product development and identify innovation opportunities.
- Drive initiatives to improve self-service adoption and enhance customer education resources.
- Define and monitor key support KPIs to guide strategy and resource allocation.
- Manage hiring strategy to grow a diverse team of fleet software experts.
- Foster a culture of continuous feedback and coaching to enable team growth and performance.
- Own selection, implementation, and optimization of support technologies and platforms.
- Ensure exceptional support during major releases, product changes, and incident response.
- Collaborate cross-functionally to deliver seamless customer experience across all touchpoints.
Education
- Bachelor’s degree or equivalent experience preferred.
Benefits
- Multiple health/dental coverage options with substantial employee cost coverage.
- Vision insurance
- Incentive stock options
- 401(k) with 4% company match
- Generous PTO including 4 weeks vacation, 12 holidays plus floating holidays
- Parental leave (16 weeks birthing parent, 4 weeks non-birthing)
- FSA & HSA options
- Short and long term disability coverage
- Community service, professional development, and wellbeing funds
- Business expense stipend and equipment support
- Remote work friendly since 2012
Average salary estimate
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