Senior Director, Customer Support

• Develop and execute the overall customer support strategy
• Drive initiatives to enhance customer satisfaction, retention, and loyalty
• Collaborate with cross-functional teams to integrate customer feedback into product development
• Lead, mentor, and inspire a team of customer support managers and representatives
• Set clear objectives, provide regular feedback, and facilitate professional growth
• Foster a culture of accountability, collaboration, and continuous improvement
• Build Offshore & Seasonal Contractor Bench
• Develop and optimize support processes and workflows
• Beat key performance indicators (KPIs) and metrics
• Analyze data and trends to identify areas for improvement
• Oversee the resolution of escalated customer issues and complaints
• Proactively engage with customers to gather feedback, address concerns, and identify opportunities
• Develop and maintain strong relationships with key customers
• Evaluate and implement customer support technologies and tools
• Stay current with industry trends and best practices
• Build out AI capabilities (QA Program, Chat, Email, Voice)

• Bachelor's degree in Business Administration, IT, Computer Science or related field
• 15+ years of Support including 10+ years of Leadership in high-growth, fast pace SaaS Companies
• Strong leadership and management skills
• Excellent communication and interpersonal skills
• Analytical mindset
• Demonstrated strategic thinking and problem-solving abilities
• Experience with customer support technologies and tools (e.g., Chat, zoom, salesforce, AI, ticketing platforms) preferred
• Willingness to travel occasionally
• Flexibility to work non-standard hours as needed to support global and nationwide customers and team members in different time zones

Experience with customer support technologies and tools (e.g., Chat, zoom, salesforce, AI, ticketing platforms) preferred