Director, Customer Support

constantcontact; United States; Hybrid; USD 150,000 - 190,000; Full time

Job summary

Constant Contact seeks a Director of Customer Support to lead our global Tier 2 and Tier 3 support operations, partnering with Engineering and Product to ensure seamless escalation, drive continuous product improvements, and elevate multi-site service quality across onshore, nearshore, and offshore teams.

You will build a data-driven, high-performing organization focused on CSAT, FCR, and efficient staffing, translating business goals into practical support strategies that boost customer

Qualifications

• 5+ years of senior leadership in high-volume support or technical support centers
• Experience in SaaS environments serving SMBs and mid-market
• Proven ability to partner with Engineering, Product, IT
• Experience managing multi-site onshore/nearshore/offshore teams
• Strong analytical communication and problem-solving skills

Responsibilities

• Lead advanced technical support delivery for T2/T3 with strong escalation handling
• Serve as primary conduit between Customer Support and Product/Engineering to influence product cycles
• Manage performance against benchmarks (CSAT, NSAT, FCR, handling times) and staffing
• Govern escalation processes and protect customer retention
• Collaborate with WFM and Finance on forecasts and SLAs
• Coach and develop people leaders and frontline teams
• Align department goals with cross-functional orgs (Customer Success, Sales, IT, HR)

Skills

Senior leadership

SaaS domain knowledge

Stakeholder management

Team leadership

Analytical skills

Job description

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There's something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams . Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We're energized by new challenges and new possibilities-and we're just getting started!

As the Director of Customer Support, you will report directly to the Sr. Director - Customer Support. In this role, you will lead the global service delivery operations for our high-volume multi-channel support environment with dedicated, operational accountability for the Tier 2 (T2) and Tier 3 (T3) Support organizations. You will manage a diverse, global team that may include onshore, nearshore, and offshore resources operating in remote and onsite environments. A critical focus of this role will be building and leading the strategic operational relationship with Engineering and Product teams to ensure seamless technical escalation paths and drive continuous product improvement.

Your core responsibilities will include:

• T2 & T3 Support Oversight: Lead advanced technical support delivery, ensuring teams possess the technical bar and problem-solving methodologies required to resolve complex inquiries efficiently.
• Engineering & Product Partnership: Act as the primary conduit between Customer Support and the Product/Engineering organizations. Synthesize technical support data and high-tier escalation trends to influence product cycles, drive bug remediation, and improve system health.
• Operational Performance Management: Manage overall team performance against strict benchmarks, monitoring key metrics such as customer satisfaction (CSAT/NSAT), first contact resolution (FCR), handling times, and resolution rates.
• Escalation Governance: Serve as the definitive escalation point for sensitive, complex, and highly time-critical customer technical issues, safeguarding customer retention and driving quick wins.
• Resource & Staffing Collaboration: Partner closely with Workforce Management (WFM) and Finance to review advanced-tier volume forecasts, matching technical staffing plans to overarching business objectives and service level agreements (SLAs).
• Leadership & Talent Development: Establish objectives, conduct performance evaluations, and provide targeted coaching to people leaders and frontline teams. Partner with the Learning and Enablement Team to design progression programs that scale advanced technical skills and leadership capabilities.
• Strategic Alignment: Communicate department and company goals down through the T2/T3 tiers to foster purpose and cross-functional alignment. Work cross-functionally with Customer Success, Sales, IT, and HR on corporate initiatives.

Who You Are

You are a highly analytical, technically astute, and collaborative leader who thrives at the intersection of customer care, product engineering, and advanced problem-solving. You are passionate about developing technical talent and translating deep product data into actionable service improvements.

Our ideal candidate possesses:

• Experience: A minimum of 5 years of senior leadership experience in a high-volume, multi-channel customer or technical support center.
• SaaS Domain Expertise: Proven history of operating successfully within a SaaS environment, demonstrating a deep understanding of Small and Medium-Sized Businesses (SMBs) and their unique operating verticals.
• Technical Stakeholder Management: Strong experience building highly collaborative partnerships with technical groups, specifically Engineering, Product, and IT, to manage technical roadmaps and escalation processes.
• Advanced Team Leadership: Proven ability to manage people leaders and high-performing technical support resources across multi-site onshore, nearshore, and offshore environments.
• Analytical & Execution Capability: Strong written, verbal, and analytical skills, with a demonstrated ability to independently problem-solve, take initiative, and maintain focus on continuous quality improvements.
• Vendor Management: Experience collaborating with and managing business process outsourcers (BPOs) or vendor delivery partners to balance cost-effectiveness with high-quality service outcomes.

What Does Success Look Like:

Success in this role means establishing a highly efficient, advanced technical support organization that bridges the gap between our customers and our product builders, acting as an engine for customer retention and software quality.

You will be measured on your ability to deliver:

• Technical Resolution Excellence: Maximizing First Contact Resolution (FCR) and Tier 2/3 resolution rates while continuously reducing backlog depth and engineering cycle time for customer-reported issues.
• High