Director of Customer Support

Vista Social LLC; United States; On-site; USD 140,000 - 200,000; Full time

Benefits offered by this job

401(k) plan with company match

Health, vision and dental insurance

2 weeks of PTO

1 week of personal holiday

1 week of sick time

Home office setup stipend

Job summary

Vista Social LLC is seeking a Director of Customer Support to own the end-to-end support experience and ensure consistency across customers and time. You'll define strategy, build scalable processes, and lead a growing team through change while leveraging AI and automation to improve outcomes.

You will partner with Product, Engineering, Customer Success, Professional Services and Revenue to translate learnings into product and process improvements, and you’ll drive CSAT, retention, and

Qualifications

• 10+ years leading customer support or technical support in a high-growth SaaS
• 3+ years leading teams, across regions
• Deep familiarity with support platforms, escalation models, and AI-driven solutions
• Strong ability to design processes and train teams on systems

Responsibilities

• Define and lead support strategy across channels and products
• Create SOPs and knowledge base updated with weekly product updates
• Develop escalation workflows and SLAs for consistent customer experience
• Coach and develop team leads and support staff with clear performance standards
• Collaborate with Product, Engineering, CS, and Revenue to improve support outcomes
• Drive KPIs, CSAT, retention, and operational performance
• Adopt AI, automation, and better tooling to improve efficiency

Skills

Leadership

SaaS experience

Process design

AI workflows

Stakeholder influence

Tools

Support platforms

AI tooling

Job description

At Vista Social we're constantly pushing to be the best social media management platform for brands, which means we iterate and push product updates every single week. That pace is great for our customers, and it also means our support team has to keep up with a product that is always evolving. We're looking for a Director of Customer Support to own the end-to-end support experience and make sure every customer gets the same experience, whether the person helping them has been with us for six months or three years.

The biggest thing we're looking for in this role is excellence through consistency. A customer who has an exceptional experience with our support team the first time should get that same experience the second and third time, and every answer they get should be accurate.

What you’ll own

Strategy and operations

• Our support strategy across every channel and product, which you'll define and lead in line with where the company is going
• Systems for troubleshooting calls and training calls, so they run the same way no matter who on the team is on the call
• Our customer-facing knowledge base and internal SOPs, kept current as we push updates every week, so everyone on the team pulls from the same source
• Workflows, escalation paths and the way the team operates, which you'll keep improving so we get more efficient and every interaction is consistent and well done
• SLAs and performance frameworks across all of our support channels, so customers get the same standard of service wherever they reach us
• Initiatives that improve outcomes for customers, make the team more effective and set us up to scale long term

Team and training

• Coaching and developing team leads and support team members, with clear expectations and performance standards for everyone
• Ongoing training for support team members, team leads, technical support team members and anyone involved in implementation and onboarding
• Leading the team through change, whether that's preparing for a launch or adjusting as the market and our customers' needs shift, while developing the next leaders on the team
• The adoption of AI, automation and better tooling, in ways that improve outcomes for customers and make the team more effective

Customers and the rest of the company

• A consultative approach across the team, so every interaction helps customers get more out of the platform and reach their goals, beyond answering the question in front of us
• Tracking our KPIs and customer feedback and acting on them to improve our processes, satisfaction and retention
• Working with Product, Engineering, Customer Success, Professional Services and Revenue teams to turn what we learn in support into improvements, including close collaboration with our Director of Customer Success so support and account management are working from the same picture of each customer
• Reducing support-preventable and education-related churn, which means closing any gap where a customer should have had a better support experience, better training, or a clearer understanding of how the product solves their specific problem

How we’ll measure success

• Driving measurable improvements in CSAT, resolution metrics and operational performance
• Delivering measurable gains in support efficiency, customer satisfaction and retention

Who you are

• 10+ years leading customer support or technical support organizations at a high-growth SaaS company
• 3+ years leading teams, with a track record of building teams that perform, ideally across regions
• Deep familiarity with support platforms and tooling, tiered escalation models and AI-driven solutions
• You think in processes and systems, you can connect workflows and decisions back to what they mean for the customer, and you know how to train people on those systems and keep that training current
• You communicate clearly with executives, can influence senior stakeholders and represent the voice of the customer inside the company
• You're comfortable being customer‑facing and stepping into tickets and video calls when an escalation needs you
• You use AI across your workflows to do things better and faster, and you're willing to learn and adapt as we roll out agentic AI across the org

Benefits

• 401(k) plan with a 50% company match on your first 4% of contributions (a 2% total match)
• Health, vision and dental insurance for you and your dependents
• 2 weeks of PTO
• 1 week of personal holiday
• 1 week of sick time
• An office setup stipend to get your home office going