Director of Customer Support
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Director of Customer Support at Second Front Systems, shaping support strategy and leading engineering teams. Focused on customer satisfaction within U.S. national security missions.
Responsibilities:
- Develop and own the customer support strategy aligned with company goals, customer satisfaction, retention, and long-term engagement.
- Build, mentor, and lead a team of customer support engineers, fostering a customer-first culture centered on empathy, accountability, and execution.
- Establish and enforce high standards for clear, consistent, and professional customer communication.
- Manage complex customer issues and escalations, partnering with Product and Engineering to resolve root causes and prevent recurrence.
- Design, implement, and continuously improve support workflows to reduce response times and improve customer experience.
- Define, track, and report on key performance indicators including response times, resolution rates, backlog health, and customer satisfaction.
- Own workforce planning and resourcing to ensure adequate coverage, skill development, and on-call readiness as the customer base scales.
- Evaluate, implement, and optimize customer support tools and systems to improve operational efficiency and visibility.
- Partner cross-functionally with Product, Sales, Engineering, and Mission Success to proactively surface customer feedback and drive product and process improvements.
- Analyze customer trends and recurring issues to advocate for platform enhancements and operational improvements.
- Oversee technical support contributions during customer onboarding and deployments, ensuring timely, high-quality execution.
- Coordinate support resources across multiple concurrent customer projects, balancing priorities and service commitments.
Requirements:
- 8+ years of experience in customer support, customer success, or a related function, with 5+ years in a people-leadership role.
- Demonstrated ability to build and scale high-performing support teams in a technology or SaaS environment.
- Strong customer empathy paired with sound judgment and the ability to resolve complex issues efficiently.
- Excellent written and verbal communication skills, with the ability to translate technical concepts for diverse audiences.
- Data-driven mindset with experience using metrics and analytics to improve support operations.
- Proven ability to operate effectively in fast-paced, ambiguous environments.
- Experience supporting on-call or incident response rotations.
- Familiarity with support and engineering tools such as Jira, Git-based workflows, and reporting platforms.
Benefits:
- Competitive Salary
- 100% Healthcare, vision and dental coverage
- 401(k) + 3% company contribution
- Equity incentive plan
- Tech + office supplies stipend
- Annual professional development stipend
- Flexible paid time off + federal holidays off
- Parental leave
- Work from anywhere
- Referral Bonus
Similar Jobs
ERP Support Specialist
ERP Support Specialist managing ERP/MRP systems for Hamilton Medical. Overseeing end-user support, system enhancements, and project coordination in a fully remote role.
Customer Service Representative – MyRepChat
Customer Service Representative assisting clients via calls and emails. Supporting financial professionals through web-based texting application services in a remote setup.
Commercial Insurance Sales Customer Service Representative
Customer Service Representative assisting commercial insurance clients via phone and digital channels. Upselling relevant products and coordinating with internal teams for service improvement.
Customer Service Representative
Customer Service Representative supporting healthcare operations in the US. Responsible for scheduling and customer service roles while working remotely from the Philippines.
Insurance Customer Service Representative
Insurance Customer Service Representative handling client communications and policy servicing for a commercial insurance agency. Focused on supporting contractors and SMB clients with insurance operations.
Customer Service Representative
Customer Service Representative receiving emergency and non-emergency phone calls remotely. Entering data and coordinating with drivers for timely service and customer satisfaction.
Customer Support Associate
Customer Support Associate at Cengage Group handling inquiries via phone, email, and chat. Focused on providing exceptional service and resolving customer issues.
Supplier Support Representative, German Language
Supplier Support Representative consulting with clients' supply chains for Assent's sustainability solutions in Germany. Engaging with suppliers to ensure compliance and obtain necessary information.
Head of Customer Support
Head of Support at Mercuryo, a fintech redefining finance with AI and decentralized finance, driving customer experience strategy and operations.
Customer Experience Workforce Management Director
Directs workforce planning and strategy at Gainwell Technologies, optimizing staffing across channels and ensuring service level adherence. Leads a WFM team and collaborates with cross-functional partners for operational efficiency.
Customer Support Technical Lead – FACTS Synchronous Condenser
Technical leader for customer support of HVDC & FACTS systems at GE Vernova. Leading technical contracts and maintaining high satisfaction levels across projects.
Customer Support Specialist
Customer Experience & E-commerce Coordinator managing customer inquiries and e-commerce operations for Marsupial Papers. Providing high-quality service and assisting with social media and operational tasks in a creative environment.
Asesor Atención al Cliente – Sueldo Fijo, Bonos
Customer Service Representative handling customer inquiries and support. 100% remote position for a leading telecommunications BPO in Peru.
Bilingual Customer Support Specialist – Part-Time, Evenings & Weekends
Bilingual Customer Support Specialist providing timely assistance to merchants during evenings and weekends for payment solutions. Monitoring issues and facilitating escalation with internal teams for solutions.
Customer Service Representative, French-speaking
Customer Service Representative at Oze, supporting small businesses across different regions in Africa. Delivering consultative support via phone, email, and chat, fostering relationships with users.
Customer Service Representative – Concierge Service Team
Customer Service Representative assisting patients with fertility coordination at Freedom Fertility. Collaborating with healthcare professionals to ensure effective communication and patient satisfaction.
Customer Support Engineer I – Dedicated Weekend Shift
Customer Support Engineer delivering remote technical support for internal and external clients at FICO. Collaborating with teams to resolve product and infrastructure issues effectively and improve customer experience.
Customer Experience Specialist
Customer Experience Specialist responsible for customer service support and resolution at Allegion. Engaging with customers to improve their experience and handle service requests effectively.
Customer Service Specialist, Danish
Customer Service Specialist providing exceptional support to care organizations using medicine dispensing robots and Telecare systems. Engaging in problem resolution and task prioritization in a healthcare setting.
Trip Support Specialist III
Trip Support Specialist coordinating international trip operations for World Fuel. Requires strong organizational skills and experience in the aviation industry to support customer relationships.