Director of Customer Support

Vika Talent Solutions; United States; Remote; USD 150,000 - 180,000; Full time

Job summary

A leading company in the AI software development sector is seeking a Director of Customer Support to establish a world-class support function. This role focuses on transforming support into a strategic advantage by instilling a customer-first mindset and driving operational excellence. The ideal candidate will possess strong leadership qualities, backed by extensive experience in SaaS environments and a proven track record in building and managing high-performing teams.

Qualifications

• 8+ years of experience in enterprise SaaS or cloud environments required.
• Experience leading customer support or technical support functions is necessary.
• Strong understanding of SLAs and Fortune 500 client expectations.

Responsibilities

• Own the global support function, serving enterprise customers.
• Define a scalable L1–L3 support model to improve performance metrics.
• Partner closely with product and engineering to enhance workflows.

Skills

Customer Experience Leadership

Data Analysis

Cross-Functional Collaboration

Team Building

Education

Bachelor's degree

Tools

HubSpot

Job description

2 days ago Be among the first 25 applicants

Direct message the job poster from Vika Talent Solutions

Driving Talent Acquisition & Growth | Senior Manager Talent Acquisition and Operations

Director of Customer Support

Location: United States (Remote) | Full-time |

We’re looking for a Director of Customer Support to build and lead a world-class support function for an AI based SaaS company supporting ERP operations. This is a high-impact role for someone who thrives in high-growth environments, owns their outcomes, and knows how to architect and lead customer-centric support operations with both strategy and heart.

If you're passionate about transforming support from a cost center to a strategic advantage—and you’re energized by solving cross-functional challenges across delivery, product, and engineering—this could be your next big move.

What You’ll Own

Support Strategy & Operations

• Own the global support function (pre- and post-go-live), serving both enterprise customers and internal delivery teams.
• Define and refine a scalable L1–L3 support model that reduces friction and increases resolution speed and quality.
• Use data to uncover inefficiencies, improve performance metrics, and drive operational excellence.

Customer Experience Leadership

• Instill a “Customer First” mindset across the organization by being the voice of the customer in all internal conversations.
• Define and improve key KPIs: NPS for Support, SLA/OLA adherence, first response/resolution time, backlog velocity, and more.
• Build a culture of ownership and customer advocacy in every support interaction.

Cross-Functional Influence

• Partner closely with Delivery, Product, and Engineering to improve workflows, elevate root cause analysis, and influence product roadmap priorities.
• Establish clear feedback loops between support and engineering to eliminate recurring issues and reduce ticket volume over time.
• Present support insights and business cases to executive leadership, tying process improvements to measurable customer and financial outcomes.
• Scale and coach a high-performing global support team, ensuring the right mix of skill, coverage, and culture.
• Optimize ticketing flows (current system: HubSpot) and knowledge base assets to increase self-service and first-call resolution.
• Design service catalogs, documentation standards, escalation paths, and customer onboarding support processes.

You Might Be a Great Fit If You...

• Have 08+ years of experience in enterprise SaaS or cloud environments, with at least 5 years leading customer support or technical support functions.
• Prior experience integrating support ops with product feedback loops.
• Have built or revamped support functions in high-growth, cross-functional environments.
• Know how to design processes that scale without adding unnecessary layers or red tape.
• Are comfortable with metrics and can tell a story using NPS, ticket trends, resolution times, and customer health data.
• Have led distributed teams and understand how to manage across time zones and cultures.
• Understand the pressures and expectations of Fortune 500 clients and how to meet SLA-based commitments.
• Bring a founder’s mindset—bias for action, sense of urgency, and hunger for accountability.

Bonus Points For

• Familiarity with source-to-pay, procurement, or enterprise domains.
• Exposure to scaling support alongside product-led growth or sales-led enterprise motions.
• Started career as a technical consultant, solutions engineer, or software engineer and switched gears to support— this background helps in managing technical escalations and communicating effectively with product/engineering teams.

What Success Looks Like in 6 Months

• You’ve completed a full audit of the current support org and defined a clear 6–12 month roadmap.
• NPS has moved in the right direction and you’re actively presenting data-backed business cases for org/process/tooling improvements.
• Your support team is humming—clear SLAs, documented processes, accountability structures, and strong hand-offs across functions.
• You’ve earned a seat at the strategic table and are seen as a key player in both customer satisfaction and operational efficiency.

Why This Role Matters

Support is the front line of customer experience—and we’re looking for someone who doesn’t just keep customers happy but makes support a competitive edge. This is a rare opportunity to take full ownership, define what “great” looks like, and scale your vision inside a collaborative, mission-driven team.

If this sounds like you, apply directly here on LinkedIn or drop us a note—we would love to hear how you’ve built support orgs that customers love.

Thanks,

Jenifer T

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Quality Assurance

• Industries

  Software Development

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