Director, Customer Support

Jobtailor; Deutschland; Remote; EUR 90.000 - 150.000; Vollzeit

Zusammenfassung

Jobtailor is seeking an experienced Head of Customer Support in Germany to define and lead a customer-centric strategy across all support channels. You will build and mentor high-performing teams, drive operational excellence, and partner with Product, Engineering, and Sales to translate customer feedback into product improvements.

The role requires 8+ years in customer support with 3+ years in leadership, and hands-on experience with Zendesk, Salesforce Service Cloud, and Intercom.

Qualifikationen

• Bachelor’s degree or equivalent work experience.
• 8+ years in customer support or related roles, including 3+ years in people management.
• Proven track record building, leading, and scaling SaaS support teams.
• Experience with support tech platforms (CRM, ticketing, chat, analytics).

Aufgaben

• Develop and execute a customer support strategy aligned with company goals.
• Lead, mentor, and scale customer support teams to foster collaboration and accountability.
• Oversee daily operations across support channels, ensuring timely resolution.
• Establish, monitor, and report on KPIs (response times, CSAT, NPS).
• Collaborate with Customer Success, Product, Engineering, and Sales to represent the voice of the customer.
• Identify trends from data and feedback to drive process and product improvements.
• Design workflows and knowledge resources to support scalability.
• Oversee training programs and manage budgets and vendor relationships.

Kenntnisse

Strategy development

Team leadership

Operational excellence

Data analysis

Cross-functional collaboration

Ausbildung

Bachelor’s degree

Tools

Zendesk

Salesforce Service Cloud

Intercom

CRM systems

Jobbeschreibung

• Develop and execute a customer support strategy aligned with company goals, prioritizing customer satisfaction, retention, and operational excellence.
• Lead, mentor, and scale customer support teams, fostering a culture centered on collaboration, accountability, and continuous improvement.
• Oversee daily operations across support channels (email, chat, phone, in-app, etc.), ensuring timely resolution and high-quality interactions.
• Establish, monitor, and report on support metrics and KPIs (e.g., response times, CSAT, NPS, ticket backlog, escalation rates).
• Collaborate with cross-functional partners (Customer Success, Product, Engineering, Sales) to champion the voice of the customer and drive enhancements to the product and support experience.
• Analyze support data and customer feedback to identify trends, root causes, and opportunities for process or product improvement.
• Design and optimize workflows, tools, and knowledge resources to support scalability as the customer base grows.
• Oversee training and development programs, ensuring team members have the knowledge and skills to deliver excellent support.
• Manage support budgets, resource planning, and vendor relationships as needed.
• Handle escalated customer issues and critical incidents, ensuring prompt resolution and appropriate communication with stakeholders.
• Partner cross-functionally to drive initiatives focused on automation, self-service, and proactive support that reduce friction and enhance customer value.

Requirements

• Bachelor’s degree or equivalent work experience.
• 8+ years of experience in customer support or customer service roles, including 3+ years of people management at the manager or director level.
• Proven track record building, leading, and scaling customer support teams in SaaS, technology, or fast-paced environments.
• Demonstrated success with operational excellence—using metrics, data, and customer insights to inform strategy and improvements.
• Experience with customer support technology platforms (CRM, ticketing systems, chat, analytics tools—e.g., Zendesk, Salesforce Service Cloud, Intercom).
• Strong leadership, communication, and interpersonal skills with the ability to inspire and develop teams.

Core Competencies

Demonstrates expertise in developing and executing customer support strategies that enhance customer satisfaction and retention, while leading and mentoring teams to achieve operational excellence. Proficient in analyzing support metrics and leveraging customer insights to drive continuous improvement and scalability.

Highest-signal resume keywords

• Customer Support Strategy Development
• Team Leadership and Mentoring
• Operational Excellence
• Customer Support Technology Platforms
• Data Analysis and Metrics Monitoring

ATS Optimization Keywords

Hard Skills

• Customer Support Management
• KPI Monitoring
• Workflow Optimization
• Process Improvement
• Budget Management

Soft Skills

• Leadership
• Communication
• Interpersonal Skills
• Collaboration
• Accountability

Industry Keywords

• SaaS
• Customer Satisfaction
• Customer Retention
• Support Channels
• Cross-Functional Collaboration

Tools & Technologies

• Zendesk
• Salesforce Service Cloud
• Intercom
• CRM Systems
• Analytics Tools