Senior Director, Customer Support

Role Overview

• Define and execute a comprehensive customer support strategy across Tier 1 (BPO), Tier 2 (Enterprise), and Tier 3 (Technical Support).
• Build a high-performing, customer-centric support organization aligned with company goals and growth.
• Establish KPIs, SLAs, and performance frameworks to ensure consistent, high-quality support delivery.
• Own the relationship with the BPO partner delivering Tier 1 support.
• Drive accountability for performance metrics including CSAT, response/resolution times, and quality assurance.
• Partner with vendor leadership to optimize staffing, training, and operational efficiency.
• Implement continuous improvement processes to enhance customer experience and reduce escalations.
• Lead the Enterprise Support team responsible for high-value and strategic customers.
• Ensure white-glove service delivery, proactive engagement, and strong customer advocacy.
• Oversee Tier 3 support handling complex technical issues, escalations, and root cause analysis.
• Collaborate with Engineering and Product teams to drive issue resolution and long-term fixes.
• Ensure effective knowledge transfer between Tier 3 and upstream support tiers.
• Design scalable processes, tools, and workflows across all support tiers.
• Leverage data and analytics to identify trends, improve efficiency, and reduce ticket volume.
• Drive adoption of self-service, automation, and AI where appropriate.
• Act as the voice of the customer internally, influencing Product, Engineering, and Go-To-Market teams.
• Partner with Product to improve product quality and reduce support burden.
• Collaborate with RevOps and Customer Success Operations teams on tooling, reporting, and process alignment.
• Recruit, develop, and retain top support leadership and talent.
• Foster a culture of accountability, continuous improvement, and customer obsession.
• Build clear career paths and development programs across support functions.

Requirements

• 10+ years of experience in customer support or customer operations, with at least 5+ years in senior leadership roles.
• Proven experience managing BPO/vendor support operations at scale.
• Experience leading multi-tiered support organizations (Tier 1–3), including enterprise and technical support.
• Strong operational and analytical mindset with experience defining and managing KPIs and SLAs.
• Demonstrated ability to partner cross-functionally with Product, Engineering, and GTM teams.
• Excellent communication, leadership, and stakeholder management skills.
• Experience in SaaS or high-growth technology environments strongly preferred.
• Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned

Tech Stack

• Go

Benefits

• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) plan with employer match
• Flexible paid time off
• Quarterly wellness days
• Paid holidays
• Unique employee engagement programs