Responsible for scaling a best-in-class support organization
Own the full support function: strategy, operations, tooling, team development, and customer experience
Lead the ongoing transformation of the support model
Expand intelligent self-service and AI-assisted support capabilities
Partner with Customer Enablement to optimize Help Center and self-service content
Design and govern SLA frameworks by segment and tier
Build and maintain a real-time operational dashboard
Drive continuous improvement through structured root cause analysis
Design and manage a consistent support experience across all channels
Own the support knowledge base
Lead, coach, and develop support managers and frontline agents
Serve as the internal voice of the support customer

7+ years in customer support or customer experience leadership
At least 3 years in a Director-level or equivalent role at a B2B SaaS company
Demonstrated experience leading an intelligent support transformation
Proven track record of improving self-service utilization, CSAT, and time-to-resolution
Experience designing and governing SLA frameworks across support tiers and customer segments
Hands-on experience building and scaling a knowledge management function
Strong people leadership with experience managing managers
Data fluency: comfortable building dashboards and interpreting support metrics
Experience with CRM-integrated support environments (Salesforce or equivalent)

Director, Customer Support

Key skills