AI-Driven Customer Support Director for Value & Growth

RiseMe; New York (NY); Hybrid; USD 170,000 - 185,000; Full time

Benefits offered by this job

Stock options

Health benefits

Unlimited PTO

Parental leave

Tuition reimbursement

Job summary

SecurityScorecard is hiring an AI-native support leader to own and evolve our global customer support function. This role sits at the intersection of support, customers, and engineering, focused on a superior customer experience and data-driven improvements.

The role blends onsite collaboration at our Midtown NYC or Downtown Austin offices with remote work for eligible time. You’ll lead a team, implement AI-assisted triage, and drive retention and revenue outcomes while partnering with Product,

Qualifications

• Experience leading a support, customer success, or technical services team and improving metrics.
• Fluency with AI tools in a support context and scalable AI-assisted triage.
• Strong analytical skills to uncover root causes and trends.
• Collaborative cross-functional style with Product, Engineering, and GTM teams.
• Excellent listening and customer-facing presence for high-impact calls.

Responsibilities

• Lead and develop a high-performing support team with AI-powered triage.
• Reduce time to value and friction across every touchpoint.
• Identify blockers and improve tooling, processes, and handoffs.
• Partner with Product on support roadmap and prioritize customer signals.
• Analyze case data to spot trends and pre-empt issues with Engineering.
• Maintain an escalation management process and communicate with stakeholders.
• Join high-value customer calls to inform system-wide improvements.
• Align support with account health, renewals, and expansion opportunities.
• Define metrics like CSAT, time to resolution, and time to value related to NRR/GRR.

Skills

Customer support leadership

AI in support

Data analysis

Cross-functional collaboration

Listening skills

NRR/GRR impact awareness

Tools

Salesforce

ServiceCloud

Zendesk

Zapier

Claude

Snowflake

Python

Job description

SecurityScorecard is hiring an AI-native support leader to own and evolve our global customer support function. This role sits at the intersection of support, customers, and engineering, focused on a superior customer experience and data-driven improvements.

The role blends onsite collaboration at our Midtown NYC or Downtown Austin offices with remote work for eligible time. You’ll lead a team, implement AI-assisted triage, and drive retention and revenue outcomes while partnering with Product,