Director of Customer Support Jobs

Quinyx

Location:
Sweden, Stockholm

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Coach, captain, and strategist — we need a leader for our Customer Support team, the driving force behind Quinyx’s success. This team turns challenges into successes and delights customers globally. We seek a Director to lead, inspire an international team, and elevate Quinyx’s global support to new heights. High stakes, rapid pace, and significant opportunities to make a lasting impact. Are you a visionary leader passionate about creating world-class customer experiences? We’re looking for a Director of Customer Support to lead and inspire our global team of over 20 talented individuals. You’ll shape the future of our support organisation — building strategy, driving innovation, and empowering teams to deliver exceptional outcomes for customers around the world. This is your opportunity to scale a high-impact function, harness modern technology and data, and make a lasting mark on how we serve our growing community.

Job Responsibility:

Define and execute the global support strategy aligned with company growth and customer success goals
Evolve the support organisation into a proactive, customer-centric, data-driven team
Anticipate future customer needs and ensure the support function is evolving to meet the demands of a dynamic SaaS environment
Align support strategy with broader company initiatives across product adoption, customer retention, and expansion
Lead, inspire, and grow a high-performing, geographically distributed support team
Design and implement training, development, and career path programs to attract and retain top talent
Build a culture of accountability, continuous improvement, and collaboration
Foster diversity, equity, and inclusion in hiring, coaching, and team-building practices
Implement scalable processes and workflows to support a growing and diverse customer base
Develop and track KPIs and SLAs to measure support effectiveness, customer satisfaction, and operational efficiency
Drive process improvements based on analytics, feedback, and evolving customer needs
Establish tiering models and escalation protocols that balance speed, quality, and cost-effectiveness at scale
Lead the selection, implementation, and optimization of modern support technologies
Drive automation strategies using AI and machine learning
Explore opportunities to implement Generative AI to scale support
Evaluate ROI and adoption of all tooling decisions
Act as the voice of the customer within the organisation, partnering with Product, Engineering, and Customer Success to drive improvements
Collaborate on product feedback loops, root cause analysis, and support enablement initiatives
Represent Support in executive-level discussions, providing insight into trends, risks, and customer impact
Partner with Marketing and Product teams to align customer communication and documentation strategies with support trends and knowledge gaps

Requirements:

Extensive experience in customer support, including several years in leadership roles, with a proven track record of leading successful teams and operations
A playbook for building an efficient support function for a technical and complex SaaS solution (experience outside of SaaS or tech won’t be considered)
Strong command of modern support tools, automation, knowledge bases, and analytics platforms
Exceptional people leadership and coaching skills, with success in developing high-performing, engaged teams
An analytical mindset and ability to use data and metrics to drive strategy, optimise performance, and improve customer outcomes
Excellent communication and stakeholder management skills, with experience collaborating across Product, Engineering, and Customer Success
A clear bias for action and a strong ability to go from plan to action
Skilled in growing and managing global teams, ensuring consistent quality and strong engagement

Nice to have:

Experience leading large-scale support transformations (e.g., AI/ML integrations, digital support strategies or tiering models)
Familiarity with ITIL practices, CSAT/NPS methodologies, and support maturity frameworks
Experience integrating support into broader customer lifecycle programs such as onboarding, renewals, and success planning

What we offer:

Flexible work hours and a hybrid setup with at least 2 days from the office
Enhanced vacation allowance
Gym membership contribution
Health insurance
Pension plan
On-market pay

Additional Information:

Job Posted:
December 11, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Director of Customer Support