Director, Customer Support

United States Digital Space LLC; United States; On-site; USD 155,000 - 175,000; Full time

Benefits offered by this job

Health & wellness perks

Equity

Job summary

the company® is hiring a Director of Support to shape and own the customer experience for our global B2B SaaS customers. You will lead a multi-region management team, define the operating model, and own budget, capacity, and premium support strategies.

You will oversee offshore partnerships, drive automation and AI-enabled deflection, and partner with Product, Engineering, and Sales to deliver measurable CSAT and SLO improvements.

Qualifications

• Experience leading a B2B SaaS support organization through meaningful change.
• Several years of experience managing managers and developing leaders.
• Experience managing a support budget and capacity models.
• Experience deploying AI in a support context with measurable impact.
• Experience working with a strong technical operations partner.

Responsibilities

• Lead the management team across US, UK, and Australia.
• Own the operating model and capacity planning.
• Manage offshore and partner capacity and ensure parity of quality and SLOs.
• Own the budget, headcount, and tooling spend.
• Set the quality bar and KPI/SLO framework.
• Design and launch premium/enterprise support with tiered SLAs.

Skills

B2B SaaS leadership

Budget management

Offshore/onsite operations

AI in support

Vendor management

Tools

Zendesk

Assembled

Looker

Job description

the company® is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. We’re the only marketing platform that combines powerful technology with human expertise to build authentic customer relationships. By unifying SMS, RCS, email, and push notifications, our AI-powered personalization engine delivers bespoke experiences that drive performance, revenue, and loyalty through real-time behavioral insights.

Recognized as the#1provider in SMS Marketing by G2, the company partners with more than 8,000 customers across 70+ industries. Leading global brands like Crate and Barrel, Urban Outfitters, and Carter’s work with us to enable billions of interactions that power tens of billions in revenue for our customers.

With a distributed global workforce and employee hubs in New York City, San Francisco, London, and Sydney, the company’s team has been consistently recognized for its performance and culture. We’re proud to be included inDeloitte’s Fast 500(four years running!),LinkedIn’s Top Startups,Forbes’ Cloud 100 (five years running!),Inc.’s Best Workplaces, and theHuman Rights Campaign Foundation's Corporate Equality Index!

About the Role

the company'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 competitiveperks 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 - $175,000 annually+ equity + benefits

• Our salary ranges are determined by role, level and location

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