Senior Director, Customer Support

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Director, Customer Support in United States.

This leadership role is responsible for defining, scaling, and optimizing a global multi-tier customer support organization within a fast-growing SaaS environment serving enterprise, multi-location customers. The Senior Director will oversee a complex support ecosystem spanning outsourced Tier 1 operations, in-house enterprise support, and advanced technical escalation teams, ensuring consistent, high-quality customer experiences across all touchpoints. The role combines strategic leadership with strong operational execution, focusing on service excellence, scalability, and continuous improvement. Operating in a remote-first, agile culture, the leader will partner closely with Product, Engineering, and Customer Success teams to enhance product quality and reduce customer friction. This position requires a strong balance of vendor management expertise, technical understanding, and customer-centric leadership. It is ideal for a seasoned support executive passionate about building high-performing global teams and driving measurable customer impact.

Accountabilities

* Define and execute the global customer support strategy across Tier 1 (BPO), Tier 2 (Enterprise Support), and Tier 3 (Technical Support) functions

* Lead and manage outsourced BPO partnerships, ensuring performance against CSAT, SLA, response times, and quality standards

* Oversee enterprise-level support delivery for high-value customers, ensuring proactive engagement and exceptional service experiences

* Manage escalation workflows and Tier 3 technical support, collaborating with Engineering and Product teams to drive resolution and root cause fixes

* Establish and monitor KPIs, SLAs, dashboards, and operational frameworks to ensure consistent service excellence

* Drive continuous improvement initiatives, including automation, self-service adoption, and AI-driven support optimization

* Partner cross-functionally with Product, Sales, RevOps, and Customer Success to improve customer experience and product quality

* Lead workforce planning, talent development, and organizational design across global support teams

* Ensure strong alignment between support operations and broader business goals, including retention and expansion outcomes

Requirements

* 10+ years of experience in customer support, customer operations, or service leadership roles, including 5+ years in senior leadership positions

* Proven experience managing multi-tier support organizations (Tier 1-3), including enterprise and technical support functions

* Strong background in BPO/vendor management at scale, including performance oversight and operational optimization

* Deep understanding of SaaS environments and high-growth technology organizations

* Strong analytical skills with experience defining, tracking, and improving KPIs, SLAs, and operational metrics

* Demonstrated ability to collaborate effectively with Product, Engineering, and Go-To-Market teams

* Experience implementing support technologies such as Zendesk, Salesforce Service Cloud, or Intercom

* Strong leadership, communication, and stakeholder management skills with a customer-first mindset

* Experience driving automation, AI adoption, or self-service strategies in support environments is highly preferred

* Strong operational and financial awareness, including vendor budgeting and cost optimization

Benefits

* Competitive salary range of $180,000-$210,000 base plus bonus eligibility

* Fully remote work environment across the United States

* Comprehensive health, dental, and vision insurance coverage

* Wellness incentives and employee support programs

* 401(k) plan with employer match

* Flexible PTO, paid holidays, and quarterly wellness days

* Generous parental leave and extended paid leave options

* Strong employee engagement initiatives, including recognition programs, retreats, and team events

* Career growth opportunities in a fast-scaling, innovative SaaS organization

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.