Director, Customer Support
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Job Description
Director of Customer Support for a SaaS company specializing in foodservice supply chain management. Responsible for building and scaling support operations and leading transformational initiatives.
Responsibilities:
- Own the strategy, roadmap, and execution for scaling intelligent self-service and AI-assisted support: expanding coverage, improving resolution quality, and reducing unnecessary inbound volume across both product lines
- Lead the change management work required to drive adoption of new support tools and workflows among agents, managers, and customers: including training, communications, and performance reinforcement
- Partner with Customer Enablement to build and continuously optimize a Help Center and self-service content library that reduces ticket volume and improves customer independence
- Evaluate and recommend support technology investments with a consistent focus on measurable impact: faster resolution, higher deflection of routine inquiries, and improved agent productivity: not tooling for its own sake
- Stay current on emerging AI and automation capabilities in the support space and advise leadership on where investment will drive the greatest return
- Lead day-to-day support operations across Tier 1 and Tier 2 for both the Operator and Distributor/Supplier segments, ensuring consistent SLA adherence, clear escalation paths, and coverage model alignment with customer needs
- Design and govern SLA frameworks by segment and tier: setting appropriate response and resolution standards, monitoring adherence, and acting quickly when performance falls short
- Own a comprehensive support KPI framework including CSAT, Customer Effort Score (CES), First Response Time, Time to Resolution, Ticket Volume trends, Self-Service Utilization, and Escalation Rate
- Build and maintain a real-time operational dashboard; deliver weekly performance reporting to the CCO and ELT with impact-oriented insights: business consequences and forward-looking actions, not activity summaries
- Drive continuous improvement through structured root cause analysis, ticket trend reviews, and systematic feedback loops that surface product and process issues before they compound
- Design and manage a consistent support experience across all channels: email, chat, in-app, and self-service: ensuring customers can get help in the format that works best for them without losing continuity
- Build proactive support capabilities that anticipate common customer pain points before they become tickets: including usage-based outreach, onboarding check-ins, and post-update guidance
- Partner with Implementations and Customer Success to ensure smooth handoffs, shared customer context, and coordinated experience across onboarding, adoption, and renewal phases
- Own the support knowledge base: ensuring content is accurate, comprehensive, structured for discoverability, and continuously updated as the product evolves
- Build a systematic process for converting recurring ticket patterns into self-service content, reducing repeat volume and empowering customers to resolve common issues independently
- Partner with Product and Customer Enablement on documentation standards and content governance, ensuring internal and customer-facing knowledge stays aligned
- Lead, coach, and develop support managers and frontline agents across both product segments: building a high-performance culture grounded in accountability, continuous learning, and genuine customer empathy
- Define clear career paths and development frameworks for support team members; identify and invest in internal talent for advancement
- Hire and onboard support talent in alignment with growth and coverage needs; build onboarding programs that accelerate agent time-to-proficiency
- Model and reinforce a team culture where agent feedback on product gaps, process friction, and customer patterns is valued, captured, and acted upon
- Serve as the internal voice of the support customer: bringing frontline insight to ELT, Product, and CS discussions about product quality, customer friction, and retention risk
- Partner with Product and Engineering to surface systemic issues driving ticket volume; advocate for customer-impacting fixes through a structured feedback and prioritization process
- Collaborate with Revenue Operations and Finance to ensure support tooling data is clean, integrated, and contributing accurate signals to customer health and reporting frameworks
Requirements:
- 7+ years in customer support or customer experience leadership, including at least 3 years in a Director-level or equivalent role at a B2B SaaS company
- Demonstrated experience leading an intelligent support transformation: including self-service expansion, AI-assisted support deployment, adoption change management, and outcomes measurement; not just tool evaluation or implementation oversight
- Proven track record of improving self-service utilization, CSAT, and time-to-resolution in a multi-product or multi-segment environment
- Experience designing and governing SLA frameworks across support tiers and customer segments
- Hands-on experience building and scaling a knowledge management function: structured content creation, taxonomy design, and continuous quality governance
- Strong people leadership with experience managing managers and building high-performing, geographically distributed support teams
- Data fluency: comfortable building dashboards, interpreting support metrics, and presenting performance insights to executive audiences in business terms
- Experience with CRM-integrated support environments (Salesforce or equivalent) and familiarity with AI-assisted support platforms
Benefits:
- performance bonus
- Comprehensive health, dental, and vision coverage
- Flexible remote work environment
- Professional development budget
- Unlimited PTO with a culture that encourages meaningful time away
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