Director of Customer Support

Procurement Partners; Bloomington (IL); Remote; USD 120,000 - 150,000; Full time

Job summary

A leading SaaS company is seeking a Director of Customer Support to oversee global support operations. The role includes defining support strategy and ensuring exceptional customer service while driving operational efficiency. Candidates should have over 10 years in SaaS support leadership and experience with support platforms like Salesforce and Zendesk. This position offers flexible remote working options, aiming for customer satisfaction and team excellence.

Qualifications

• 10+ years in SaaS customer support leadership, including managing multi-tier or global teams.
• Proven success scaling support operations in a high-growth or private-equity-backed SaaS environment.
• Strong command of support KPIs (SLAs, CSAT, FCR, cost-to-serve) and experience reporting at board/exec level.

Responsibilities

• Define and execute the multi-year support strategy.
• Ensure SLAs, CSAT, and NPS goals are achieved.
• Act as the voice of the customer in executive forums.

Skills

SaaS customer support leadership

Scaling support operations

Communication

Executive presence

Tools

Salesforce Service Cloud

Zendesk

Job description

Overview

Description

Director of Customer Support

Location: United States - Remote

Reports to: SVP of Operations

About Procurement Partners

Procurement Partners is a leading Procure-to-Pay (P2P) SaaS platform purpose-built for healthcare and senior living organizations. Its cloud-based platform streamlines purchasing, invoice processing, and payment workflows, giving organizations full visibility and control over spending. By automating manual tasks and enforcing compliance with contracts and budgets, Procurement Partners helps customers cut costs, improve operational efficiency, and free up staff to focus on patient and resident care.

Backed by private equity, we are scaling rapidly and need strong operational leaders who can build high-impact, customer-centric teams. If you have a passion for technology, enjoy providing value to customers, and are looking for a company that will help you develop your career, we want to talk to you!

The Role

The Director of Customer Support will own the vision, strategy, and execution of the global support organization. This leader is responsible for ensuring customers receive best-in-class technical and product support while scaling operations for efficiency, AI-enabled deflection, and measurable outcomes. The Director will partner closely with Customer Success, Implementation, Product, and Engineering to drive customer satisfaction, retention, and margin efficiency across the post-sale lifecycle. This role requires a strategic mindset, operational excellence, and a passion for building high-impact, customer-centric teams in a rapidly scaling environment.

What You’ll Do

• Leadership & Strategy
  • Define and execute the multi-year support strategy, balancing high-touch service with scalable digital support.
  • Build and lead a high-performing support team (Tier 1–3, escalation, knowledge management, AI/chatbot support).
  • Develop metrics-driven support operations aligned to gross retention (GRR), net retention (NRR), cost-to-serve, and margin efficiency.

• Customer Experience & Operational Excellence
  • Ensure SLAs, CSAT, and NPS goals are consistently achieved or exceeded.
  • Implement AI-driven deflection tools, self-service knowledge bases, and process automation.
  • Drive root-cause analysis of support issues to reduce case volume and improve product quality.

• Cross-Functional Partnership
  • Act as the voice of the customer in executive forums, influencing product roadmap and operational priorities.
  • Collaborate with Customer Success and Implementation on seamless customer handoffs and proactive issue prevention.
  • Partner with Product and Engineering on bug prioritization, escalations, and product feedback loops.

• People & Performance
  • Recruit, develop, and retain top support talent while fostering a culture of accountability, learning, and customer obsession.
  • Establish career paths, training programs, and recognition frameworks to grow team members.
  • Lead change management as the company scales and matures processes.

Requirements

Qualifications

• 10+ years in SaaS customer support leadership, including managing multi-tier or global teams.
• Proven success scaling support operations in a high-growth or private-equity-backed SaaS environment.
• Strong command of support KPIs (SLAs, CSAT, FCR, cost-to-serve) and experience reporting at board/exec level.
• Hands-on experience with Salesforce Service Cloud, Zendesk, or equivalent support platforms.
• Familiarity with AI-driven deflection tools (e.g., Forethought, Ada, or Service Cloud Einstein).
• Excellent communication, executive presence, and ability to influence cross-functionally.

Success in Year 1

• Implement AI-enabled deflection and reduce ticket volume by at least 20%.
• Achieve CSAT > 90% while improving operational efficiency.
• Establish scalable support processes, playbooks, and reporting dashboards.
• Build support level service tiers to sustain growth and reduce risk.
• Partner with Product to materially decrease recurring issues driving support volume.

Procurement Partners Hiring Practice

We value diversity at Procurement Partners. The company will hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.