Director, Customer Support

Ladders; United States; Remote; USD 137,000 - 172,000; Full time

Benefits offered by this job

Diversity and inclusion programs

Career growth opportunities

Generous paid time off

Comprehensive health benefits

Hybrid work flexibility

Job summary

Ladders is seeking a Director, Customer Support to lead high-volume support operations with a focus on technical issue resolution, team performance, and service quality. This remote role targets US-based candidates and partners with Product, Engineering, IT, Workforce Management, and Finance to optimize support delivery for SMB SaaS customers.

Ideal candidates will guide distributed teams, elevate support processes, and drive customer outcomes in a fast-paced SaaS environment.

Qualifications

• 5+ years of senior leadership experience in high-volume customer or technical support centers.
• SaaS experience, particularly with SMBs.
• Experience working with Engineering, Product, and IT teams.
• Ability to lead diverse teams across onshore, nearshore, and offshore locations.
• Excellent analytical, written, and verbal communication skills.
• Experience managing vendor relationships and BPOs.

Responsibilities

• Lead advanced technical support delivery for Tier 2 and Tier 3 teams.
• Act as the primary liaison between Customer Support and Product and Engineering teams.
• Manage team performance against key metrics such as customer satisfaction and resolution rates.
• Serve as the escalation point for complex customer technical issues.
• Collaborate with Workforce Management and Finance on staffing and volume forecasts.
• Conduct performance evaluations and coaching for team leaders and frontline staff.
• Communicate departmental goals to foster alignment across teams.

Skills

Senior leadership

SaaS experience

Cross-functional collaboration

Distributed teams

Customer support

Vendor management

Job description

For our client, we are seeking a Director, Customer Support to join the team of a leader in the Media space.

This leader will oversee high-volume support operations with a strong focus on advanced technical issue resolution, team performance, and service quality. The role partners closely with Product, Engineering, IT, Workforce Management, and Finance to strengthen support delivery and align staffing with business needs. It is well suited for a hands-on leader who can guide distributed teams, improve customer outcomes, and elevate support processes in a SaaS environment serving SMBs.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $137,280 – $171,600 annually

Responsibilities

• Lead advanced technical support delivery for Tier 2 and Tier 3 teams.
• Act as the primary liaison between Customer Support and Product and Engineering teams.
• Manage team performance against key metrics such as customer satisfaction and resolution rates.
• Serve as the escalation point for complex customer technical issues.
• Collaborate with Workforce Management and Finance on staffing and volume forecasts.
• Conduct performance evaluations and coaching for team leaders and frontline staff.
• Communicate departmental goals to foster alignment across teams.

Qualifications

• 5+ years of senior leadership experience in high-volume customer or technical support centers.
• Proven success in a SaaS environment, particularly with Small and Medium-Sized Businesses (SMBs).
• Strong experience managing relationships with Engineering, Product, and IT teams.
• Demonstrated ability to lead diverse teams across onshore, nearshore, and offshore locations.
• Excellent analytical, written, and verbal communication skills.
• Experience managing vendor relationships and business process outsourcers (BPOs).

Benefits

• Diversity and inclusion programs to strengthen workplace culture.
• Opportunities for career growth and professional development.
• Generous paid time off policy.
• Comprehensive health and welfare benefits for employees and families.
• Hybrid work model offering flexibility between remote and in-office work.

Our client is an equal opportunity employer.