Director of Customer Support

Jobtailor; Deutschland; Remote; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

Athos Commerce is seeking a visionary Head of Global Customer Support to lead and scale our international support function. You will partner with Engineering, Product, and Customer Success to resolve complex issues and drive customer satisfaction.

You will develop escalation processes, track KPIs, and build a high-capacity team through coaching and AI-enabled workflows, ensuring consistent post-launch support across regions.

Qualifikationen

• Leadership experience in customer support within a B2B SaaS company.
• Experience building, scaling, or improving global support operations.
• Experience leading and developing customer or technical support teams.
• Experience establishing and managing SLAs, queues, escalation processes, and performance standards.
• Strong technical aptitude to understand complex customer issues.

Aufgaben

• Lead Athos Commerce’s global Customer Support function and establish consistent support excellence across regions.
• Build and maintain a responsive, consistent global support operation.
• Establish service levels across support queues and create accountability for frontline support teams.
• Develop escalation processes that move customer issues quickly to appropriate teams.
• Track and report support KPIs to the Senior Leadership Team, including response times, resolution times, escalations, and customer satisfaction.
• Partner with Engineering, Product, Customer Success, Professional Services, and Implementation to resolve complex customer issues.
• Increase the technical capability of the support team through coaching, training, and development.
• Develop playbooks, training materials, knowledge resources, and processes that improve support quality and consistency.
• Apply AI-assisted workflows to improve support speed and accuracy while maintaining human oversight and customer trust.
• Identify opportunities to improve support processes, tooling, and automation as the organization scales.
• Coordinate with Professional Services to ensure smooth implementation-to-support handoffs and a consistent post-launch customer experience.
• Own support service levels, processes, performance reporting, team development, and continuous improvement initiatives.
• Create a scalable support organization that strengthens customer trust and satisfaction.

Kenntnisse

Leadership

Global Ops

SLA management

AI workflows

Data analysis

Escalation handling

Team coaching

B2B SaaS

Cross-functional collaboration

Jobbeschreibung

• Lead Athos Commerce’s global Customer Support function and establish consistent support excellence across regions


• Build and maintain a responsive, consistent global support operation


• Establish service levels across support queues and create accountability for frontline support teams


• Develop escalation processes that move customer issues quickly to appropriate teams


• Track and report support KPIs to the Senior Leadership Team, including response times, resolution times, escalations, and customer satisfaction


• Partner with Engineering, Product, Customer Success, Professional Services, and Implementation to resolve complex customer issues


• Increase the technical capability of the support team through coaching, training, and development


• Develop playbooks, training materials, knowledge resources, and processes that improve support quality and consistency


• Apply AI-assisted workflows to improve support speed and accuracy while maintaining human oversight and customer trust


• Identify opportunities to improve support processes, tooling, and automation as the organization scales


• Coordinate with Professional Services to ensure smooth implementation-to-support handoffs and a consistent post-launch customer experience


• Own support service levels, processes, performance reporting, team development, and continuous improvement initiatives


• Create a scalable support organization that strengthens customer trust and satisfaction

Requirements

• Leadership experience in customer support, technical support, or a similar function within a B2B SaaS company


• Experience building, scaling, or improving global support operations


• Demonstrated experience leading and developing customer or technical support teams


• Experience establishing and managing SLAs, support queues, escalation processes, and performance standards


• Strong technical aptitude with the ability to understand complex customer issues and develop technical capabilities within a team


• Experience managing cross-functional escalations involving Engineering, Product, Customer Success, or Professional Services


• Strong understanding of support KPIs and experience using data to improve team and operational performance


• Practical understanding of AI-enabled support workflows and automation


• Excellent customer communication, judgment, and leadership skills


• Experience supporting ecommerce or commerce technology products is a plus

Core Competencies

Demonstrates strong leadership in building and scaling global customer support operations, with a focus on establishing service levels, managing performance metrics, and enhancing team capabilities through training and development. Proficient in leveraging AI-assisted workflows and data-driven insights to improve support processes and customer satisfaction.

Highest-signal resume keywords

• Leadership Experience In Customer Support


• Experience Building Global Support Operations


• Establishing And Managing SLAs


• Strong Technical Aptitude


• Understanding Of Support KPIs

Hard Skills

• Customer Support Management


• Technical Support Leadership


• SLA Management


• Escalation Process Development


• Performance Reporting


• AI-Enabled Support Workflows


• Data Analysis For Performance Improvement


• Team Development And Coaching


• Support Process Improvement


• Automation Implementation

Soft Skills

• Excellent Customer Communication


• Judgment


• Leadership Skills

Industry Keywords

• B2B SaaS


• Ecommerce Support


• Commerce Technology