Director of Customer Support

Athos Commerce; United States; On-site; USD 160,000 - 260,000; Full time

Benefits offered by this job

Open PTO

Health, dental, and vision insurance

Flexible spending accounts (FSA)

Disability insurance (Short & Long)

Life and AD&D coverage

Voluntary benefits (critical illness,,

401(k) with employer match

Flexible work options: office/hybrid/1

Job summary

Athos Commerce is seeking a Senior Leader to helm our global Customer Support organization in the United States. You will drive a unified support strategy across regions, partnering with Engineering, Product, and Success teams to improve response and resolution times while scaling capabilities and processes for quality customer service.

You will establish service levels, develop KPIs, and coach a growing team to deliver consistent, data-driven support experiences across channels and regions.

Qualifications

• Leadership experience in a customer support/tech support function within a B2B SaaS company.
• Experience building, scaling, or improving global support operations.
• Proven ability to lead and develop customer or technical support teams.
• Experience establishing and managing SLAs, support queues, escalation processes, and performance standards.
• Strong understanding of support KPIs and using data to improve performance.
• Practical understanding of AI-enabled support workflows and automation.

Responsibilities

• Lead Athos Commerce’s global Customer Support function and set a consistent standard of support excellence across regions.
• Own support SLAs, processes, performance reporting, and continuous improvement initiatives.
• Collaborate with Engineering, Product, Customer Success, Professional Services, and Implementation teams to resolve issues.
• Develop and implement playbooks, training materials, and knowledge resources to improve support quality.
• Build a scalable support organization that increases trust and satisfaction as the company grows.

Skills

Leadership

Global operations

SLA management

Data-driven decisions

Cross-functional collaboration

AI in support

Escalation management

KPIs & reporting

Customer communication

Job description

Athos Commerce enables ecommerce and digital marketing teams greater control over how their products are found, merchandised, and sold—on-site and across all digital marketing channels. Our tools span AI-powered search, personalized recommendations, smart merchandising, optimized product data syndication, A/B Testing and marketplace/social commerce performance.

We help brands grow with sharper visibility, higher conversion, and less friction. Backed by PSG Equity and supported by a global team across North America, Europe, and APAC, we are building practical, powerful tools for the next era of commerce. Athos Commerce unites shopper intent and product visibility across every touchpoint.

Who You Are

• Customer-focused leader who sets a high standard for service quality and responsiveness.
• Hands‑on operator who can build structure, accountability, and consistency across a global support organization.
• Strong people leader who develops teams and raises technical capabilities.
• Data-driven decision maker who uses support metrics to identify opportunities and improve performance.
• Collaborative partner who works effectively across technical and customer-facing teams.
• Calm and decisive leader who can navigate complex customer escalations.
• Forward‑thinking and practical in applying AI and automation to improve the customer experience.

What You’ll Do

In this role, you will lead Athos Commerce’s global Customer Support function and establish a consistent standard of support excellence across regions. You will work closely with Engineering, Product, Customer Success, Professional Services, and Implementation to improve response and resolution times, strengthen technical support capabilities, and ensure escalations move smoothly across teams. You will own support service levels, processes, performance reporting, team development, and continuous improvement initiatives. You will play a key role in creating a scalable support organization that strengthens customer trust and satisfaction as Athos grows.

How You Will Succeed

• Build and maintain a responsive, consistent global support operation.
• Establish service levels across support queues and create clear accountability for frontline support teams.
• Develop effective escalation processes that move customer issues quickly to the appropriate teams.
• Track and report support KPIs to the Senior Leadership Team, including response times, resolution times, escalations, and customer satisfaction.
• Partner with Engineering, Product, Customer Success, Professional Services, and Implementation to resolve complex customer issues.
• Increase the technical capability of the support team through coaching, training, and development.
• Develop playbooks, training materials, knowledge resources, and processes that improve support quality and consistency.
• Apply AI-assisted workflows to improve support speed and accuracy while maintaining appropriate human oversight and customer trust.
• Identify opportunities to improve support processes, tooling, and automation as the organization scales.
• Coordinate closely with Professional Services to ensure smooth implementation-to-support handoffs and a consistent post‑launch customer experience.

What We’re Looking For

• Leadership experience in customer support, technical support, or a similar function within a B2B SaaS company.
• Experience building, scaling, or improving global support operations.
• Demonstrated experience leading and developing customer or technical support teams.
• Experience establishing and managing SLAs, support queues, escalation processes, and performance standards.
• Strong technical aptitude with the ability to understand complex customer issues and develop technical capabilities within a team.
• Experience managing cross‑functional escalations involving Engineering, Product, Customer Success, or Professional Services.
• Strong understanding of support KPIs and experience using data to improve team and operational performance.
• Practical understanding of AI‑enabled support workflows and automation.
• Excellent customer communication, judgment, and leadership skills.
• Experience supporting ecommerce or commerce technology products is a plus.
• Open PTO
• Company‑paid health, dental, and vision insurance
• Medical and dependent care flexible spending accounts (FSA)
• Company‑paid Short Term and Long Term Disability coverage
• Company‑paid Life and AD&D coverage
• Voluntary benefits, including critical illness, accident insurance, legal services, and pet insurance
• 401(k) plan with employer match
• Flexible work environment. Work from one of our offices, hybrid, or remote.

Athos Commerce is an equal‑opportunity employer and proud to foster a workplace free from discrimination and harassment. We strongly believe that diverse backgrounds, experiences, and perspectives are essential in cultivating an inclusive culture and building an innovative, successful organization. All qualified applicants are considered for employment, without regard to age, race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected status. If you require accommodation during the application process, please don't hesitate to contact us.