Director Customer Support

Hidden Jobs; United States; 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

Hidden Jobs is seeking a Director-level leader to own the customer support function for a global cybersecurity ratings platform. This role sits at the intersection of support, product, and engineering, leveraging AI tools to shorten time to value, reduce repeat issues, and drive measurable retention outcomes.

You will build an AI-enabled support operating model, coach a high-performing team, and partner with CS and Account teams to align strategy with account health, renewals, and expansion

Qualifications

• Track record leading a support, customer success, or technical services team with measurable improvements in customer experience metrics.
• Genuine fluency with AI tools in a support context, including implementing or scaling AI-assisted triage, drafting, knowledge retrieval, or case deflection.
• Strong analytical instincts, comfortable digging into case data to identify root causes and trends.

Responsibilities

• Lead and develop a high-performing support team, building an operating model that uses AI tools for triage, routing, drafting, knowledge retrieval, and case deflection.
• Reduce time to value and remove friction across every support touchpoint, including tooling, process, staffing, and cross-team handoffs.
• Analyze support case data to surface patterns and emerging trends, partnering with Engineering to address root causes before issues escalat
• Maintain an escalation management process that catches risk early and keeps the right stakeholders informed
• Join customer calls regularly to listen, advocate, and use direct feedback to improve the broader system
• Partner with Customer Success and Account teams to align support strategy with account health, renewals, and expansion opportunities
• Define and track CSAT, time to resolution, time to value, and escalation rate, tying support performance to NRR and GRR outcomes

Skills

AI tools in support

Leadership

Cross-functional collaboration

Analytical reasoning

Tools

Salesforce

Service Cloud

Zendesk

Python

Job description

Role overview

A Director-level leadership role owning the customer support function for a global cybersecurity ratings platform. The position sits at the intersection of support, product, and engineering, focused on using AI tools to shorten time to value, prevent repeat issues, and drive measurable retention outcomes.

Responsibilities

• Lead and develop a high-performing support team, building an operating model that uses AI tools for triage, routing, drafting, knowledge retrieval, and case deflection
• Reduce time to value and remove friction across every support touchpoint, including tooling, process, staffing, and cross-team handoffs
• Analyze support case data to surface patterns and emerging trends, partnering with Engineering to address root causes before issues escalat
• Maintain an escalation management process that catches risk early and keeps the right stakeholders informed
• Join customer calls regularly to listen, advocate, and use direct feedback to improve the broader system
• Partner with Customer Success and Account teams to align support strategy with account health, renewals, and expansion opportunities
• Define and track CSAT, time to resolution, time to value, and escalation rate, tying support performance to NRR and GRR outcomes

Requirements

• Track record leading a support, customer success, or technical services team with measurable improvements in customer experience metrics
• Genuine fluency with AI tools in a support context, including implementing or scaling AI-assisted triage, drafting, knowledge retrieval, or case deflection
• Strong analytical instincts, comfortable digging into case data to identify root causes and trends
• Cross-functional collaboration style that builds real partnerships with Product, Engineering, and GTM teams
• Excellent listening skills and comfort being customer-facing, including joining live calls for high-value or high-risk conversations
• Clear understanding of how support work connects to revenue outcomes such as NRR and GRR

Nice to have

• Experience in the cybersecurity industry
• Familiarity with Salesforce, Service Cloud, Zendesk, Zapier, Claude, Snowflake, and Python, including integrating AI copilots or agents into those workflows
• Experience building or scaling a support function through a period of growth

Benefits and work setup

• Hybrid model: employees within 75 miles of the Midtown NYC or Downtown Austin offices work onsite one to two days per week, with full remote eligibility outside that radius
• Competitive salary, stock options, health benefits, unlimited PTO, parental leave, and tuition reimbursement
• Estimated total compensation range of $170,000 to $185,000 USD, including base and bonus, with potential eligibility for additional incentive awards and equity