Director, Customer Support

Remotedxb; Dubai; On-site; AED 380,000 - 480,000; Full time

Job summary

Calendly is seeking a seasoned Head of Customer Support in Dubai to architect and lead a scalable global support function. You will shape the strategy, mentor senior managers, and drive excellence across email, chat, and phone channels while aligning with product and sales teams to amplify customer voice.

The role requires 8+ years in customer support, 3+ years in leadership, and a track record of scaling SaaS support teams. MBA preferred, global team experience a plus.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 8+ years in customer support or customer service.
• 3+ years in people management at manager/director level.
• Proven track record scaling support teams in SaaS/tech.
• Experience with Zendesk, Salesforce or Intercom.
• Strong leadership and communication skills.

Responsibilities

• Develop and execute a customer support strategy aligned with company goals.
• Lead, mentor, and scale customer support teams.
• Oversee daily operations across support channels including email, chat, and phone.
• Establish, monitor, and report on support metrics and KPIs such as CSAT and NPS.
• Collaborate with Product, Engineering, and Sales to champion the voice of the customer.
• Analyze support data to identify trends and opportunities for process improvement.
• Design and optimize workflows, tools, and knowledge resources.
• Manage support budgets, resource planning, and vendor relationships.
• Handle escalated customer issues and critical incidents.

Skills

Leadership

Communication

Customer support

SaaS experience

Strategic planning

Education

Bachelor's degree

MBA

Tools

Zendesk

Salesforce

Intercom

Job description

Responsibilities

• Develop and execute a customer support strategy aligned with company goals
• Lead, mentor, and scale customer support teams
• Oversee daily operations across support channels including email, chat, and phone
• Establish, monitor, and report on support metrics and KPIs such as CSAT and NPS
• Collaborate with Product, Engineering, and Sales to champion the voice of the customer
• Analyze support data to identify trends and opportunities for process improvement
• Design and optimize workflows, tools, and knowledge resources
• Manage support budgets, resource planning, and vendor relationships
• Handle escalated customer issues and critical incidents

Requirements

• Bachelor’s degree or equivalent work experience
• 8+ years of experience in customer support or customer service roles
• 3+ years of people management experience at the manager or director level
• Proven track record scaling support teams in SaaS or technology environments
• Experience with CRM and ticketing platforms like Zendesk, Salesforce, or Intercom
• Strong leadership and communication skills

Preferred Qualifications

• Advanced degree such as an MBA
• Experience managing global or distributed teams
• Expertise in change management and organizational transformation
• Experience designing automation or self-service tools like chatbots
• Familiarity with Voice of the Customer or Design Thinking methodologies

About the Company

Millions of people rely on Calendly to manage their schedules. We are in a period of exciting product growth and are looking for leaders to help us scale our customer experience.