Senior Director, Customer Support

• Lead a globally distributed team of support professionals, including 3 direct Manager-level reports.
• Foster a high-performing, inclusive team culture centered around accountability, learning, and continuous improvement.
• Drive career development and technical growth for support engineers.
• Design and evolve customer support delivery models tailored to different tiers (e.g., standard vs. premium).
• Develop and maintain a 24/7 global support strategy aligned with SLAs and customer expectations.
• Advise on and support implementation of support billing and monetization strategies.
• Act as a senior customer advocate internally, partnering closely with Sales, Strategic Accounts, Product, and Engineering.
• Define and track KPIs for support efficiency, CSAT, resolution times, and customer outcomes.
• Drive automation, tooling improvements, and scalable processes to support growth.
• Maintain high standards for support quality and adherence to service levels.
• Collaborate with Finance and Product to develop pricing models for support offerings and advise on billing structures.
• Create an environment that supports continuous technical learning, certification, and skill development for team members.

• Bachelor’s degree required; Master’s degree in Business, Engineering, or related field preferred.
• 10+ years of experience in customer support or customer success, with at least 5 years in a senior leadership role.
• Proven track record of managing global support teams, including people management across time zones and cultures.
• Experience supporting technical products or services, ideally in the B2B SaaS or technology industry.
• Demonstrated ability to plan strategically and execute tactically in fast-paced environments.
• Strong financial acumen, including experience advising on or creating support billing/pricing models.
• Excellent communication and interpersonal skills, with a proven ability to build relationships with customers, executives, and internal stakeholders.
• Passion for customer satisfaction and a drive to create scalable, sustainable support models.
• Proficient with support tools and platforms (e.g., Zendesk, Salesforce Service Cloud, Intercom).
• Experience leading tiered or premium support offerings.
• Familiarity with ITIL or other service management frameworks.
• Prior involvement in post-sales customer experience or success roles.
• Background in technical support for infrastructure, developer tools, APIs, or complex enterprise software.

Pay range: $22K - $270K

• Equity packages (ISOs)
• Comprehensive benefits offering
• Competitive pay
• Attractive stock grants
• Flexible paid time off