Director, Customer Support

MetaProp; New York (NY); On-site; USD 155,000 - 200,000; Full time

Benefits offered by this job

Health & wellness

Equity

Job summary

Attentive seeks a Director of Support to own the global support function, including leadership, operating model, budget, and service commitments. You’ll shape Premium/Enterprise offerings, maintain SLO parity with offshore teams, and drive AI-enabled deflection and agent assist strategies.

You’ll lead the US, UK, and Australia teams, set the quality bar, and partner with Product, Engineering, and Services to align the customer experience with company goals. This is a strategic, impact-heavy role.

Qualifications

• Experience leading a B2B SaaS support/CX org through meaningful change.
• Managed managers and developed strong leaders.
• Managed a support budget and built capacity models.

Responsibilities

• Lead the Support management team across US, UK, and Australia.
• Define the operating model and tier structure for Support.
• Oversee offshore and partner capacity and ensure Q&A parity and SLOs.
• Own budget, headcount, BPO spend, and tooling investments.
• Set KPI/SLO framework, QA program, and performance standards.
• Design and launch premium/enterprise support with tiered SLAs.
• Establish Support Engineering discipline and career paths.
• Be senior escalation point for customers and executives.
• Partner with Product, Engineering, and Services on roadmap and scope.

Skills

Leadership & team management

Budget & capacity planning

SLO & KPI ownership

Cross-functional collaboration

AI deployment in support

Offshore/partner management

Escalation & incident management

Tools

Zendesk

Assembled

Looker

Job description

About the Role

Attentive's customers use our platform to run digital and in-store marketing programs that are critical to the revenue of their brands, and they notice immediately when something is wrong. Support is where the product meets the customer under pressure. We are hiring a Director of Support to own how that experience is delivered: the leadership team, the operating model, the budget, and the service commitments we make to customers.

You’ll inherit a functioning support organization with a strong foundation: three support tiers, clearly defined standards, and established SLOs. We’re looking for a Support Operations leader with deep expertise in tooling and automation. AI is already deployed across deflection, agent assist, and quality management, while offshore partners support a growing share of operations.

The next chapter requires a leader who can define Support’s commitments, integrate its people and technology, and set the direction for the organization’s continued evolution.

Concretely, you’ll lead the Support management team across the US, UK, and Australia; define the operating model and quality bar; own the budget and capacity plan; design a premium support offering from the ground up; and serve as the decision‑maker for the company and our customers when Support needs to make a call.

This is a strategic operator role. You won’t be building automations or working the queue, you’ll determine what Support is accountable for, what it should cost, and how it can scale without headcount growing in proportion to volume.

What You’ll Accomplish

• Lead the management team. Manage Support Managers and the Team Lead structure across US, UK, and Australia. Hire, develop, and hold a high standard for the people who lead the team day to day.
• Own the operating model. Set the target state for tier design (L1/L2/L3), what stays stateside versus offshore, regional coverage, and peak-period operations. Sequence the transition and hold the team to it.
• Manage offshore and partner capacity. Decide what work is delivered by partner teams versus stateside, how the teams work together, and how quality and SLO parity are maintained across both. Run the partner performance cadence, with Revenue Strategy & Operations supporting contracting and vendor management.
• Manage budget and capacity. Own the headcount model, BPO spend, and tooling spend. Build a cost and capacity model that ties staffing to volume and SLO attainment and is used for annual planning.
• Set the quality bar. Own the KPI and SLO framework, the QA program, and performance standards by tier. Accountable for CSAT, SLO attainment, and resolution trends.
• Own customer‑facing commitments. Design and launch a premium/enterprise support offering with tier‑based SLAs Support can consistently meet. Set scope boundaries with CS, Services, and Sales, and provide the paid or self‑serve alternative when work falls outside scope.
• Establish Support Engineering as a discipline. Define the leadership model, technical bar, career path, and relationship with Engineering for our Level 3 team.
• Be the senior escalation point. For customers, CS leadership, and the executive team. Own the CS incident‑management program at the program level.
• Partner across the company. Product and Engineering on supportability and customer‑driven roadmap input; CS and Services on scope and handoffs; Enablement and Product Marketing on self‑serve and launch readiness.

Your Expertise

• Experience leading a B2B SaaS support or CX organization through a meaningful change in how work is delivered—such as a tier redesign or transition to partner or offshore teams. You have been accountable for both the outcome and execution.
• Several years of experience managing managers and developing strong leaders.
• Experience managing a support budget and building capacity models that inform staffing decisions.
• A track record of holding clear scope boundaries with internal stakeholders while offering workable alternatives.
• Experience running support for a data- or integration‑heavy product, where data discrepancies and integration failures are common issues. You don’t need to debug them, but you should be credible with the people who do.
• Experience deploying AI in a support context, with a clear understanding of deflection quality, failure modes, and where humans need to remain in the loop. You will be accountable for the results; someone else will build the tools.
• Experience working alongside a strong, technical operations leader and giving them the space to do their best work.

Nice to Have

• Martech, ecommerce, or analytics background.
• Familiarity with Zendesk, Assembled, and Looker.
• Designed or launched a premium or tiered support offering.
• Follow‑the‑sun coverage experience across US, UK, and Australia.

You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.

For US based applicants:

• The US base salary range for this full-time position is $155,000 - $200,000 annually+ equity + benefits
• Our salary ranges are determined by role, level and location

Attentive Company Values

• Default to Action - Move swiftly and with purpose
• Be One Unstoppable Team - Rally as each other’s champions
• Champion the Customer - Our success is defined by our customers' success
• Act Like an Owner - Take responsibility for Attentive’s success
• Learn more about AWAKE, Attentive’s collective of employee resource groups.
• If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.
• At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.

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