Director, Client Support

• Lead and develop customer support managers and their teams, fostering accountability, growth, and a high standard of client service across the organization
• Set the direction for the client support function by establishing priorities, defining operating practices, and aligning team efforts with broader business goals
• Work closely with senior and commercial leadership to advance departmental initiatives, support account strategies, and improve client outcomes
• Serve as an executive sponsor for key client relationships, coordinating with internal teams to ensure consistent support and effective issue resolution
• Oversee service delivery activities such as research, analysis, and daily client requests to ensure work is completed accurately, on time, and in accordance with service expectations
• Act as a senior escalation point for complex client and internal issues, identifying root causes and implementing lasting corrective actions
• Monitor departmental performance through metrics and trend analysis, creating action plans to address risks and improve quality, efficiency, and retention
• Drive operational improvement by identifying process gaps, strengthening team rhythms, and leading the integration of additional support teams when organizational changes occur
• Manage talent strategy for the function, including hiring, coaching, succession planning, performance reviews, and ongoing leadership development
• Prepare and deliver clear updates to senior leadership on performance, risks, opportunities, and key initiatives affecting the client support organization

• Bachelor’s degree or equivalent relevant experience preferred
• 8–10 years of experience in customer support, customer success, or a similar client-facing environment
• 3–5 years of experience leading managers and directing layered team structures
• Demonstrated success building and scaling high-performing support or service teams in a fast-paced setting
• Strong ability to use performance data, service metrics, and business trends to guide decisions and continuous improvement efforts
• Excellent communication and relationship management skills, with the confidence to work effectively with executives and cross-functional stakeholders
• Proven strategic and operational leadership experience, including process enhancement and workflow optimization
• Familiarity with technical environments and tools such as Active Directory, backup technologies, Cisco technologies, computer hardware, and configuration management is beneficial

Familiarity with technical environments and tools such as Active Directory, backup technologies, Cisco technologies, computer hardware, and configuration management

• Medical, vision, dental, and life and disability insurance
• 401(k) plan