Director of Customer Support & CX Excellence

Remote Genie; Houston (TX); Remote; USD 165,000 - 210,000; Full time

Benefits offered by this job

Remote work

Flexible PTO

Health benefits

401(k) match

Home office stipend

Job summary

Tekmetric seeks a Director of Customer Support to own quality, efficiency, and people strategy across a growing SaaS support organization. Lead managers and teams across phone, chat, email, and AI-assisted channels, setting standards, coaching, and scalable processes to deliver outstanding customer experiences.

You will partner with Product, Engineering, and Customer Success to drive insights into product improvements, staffing, and roadmap delivery in a remote-first environment.

Qualifications

• 8+ years of experience in customer support or contact center operations, with 5+ years leading managers or a multi-tier support organization
• Proven track record improving CSAT and quality through a structured QA program
• Experience managing support across multiple channels (phone, chat, email) and tiers (Tier 1–3)
• Demonstrated success building career paths, training programs, and coaching frameworks that improve retention and performance
• Strong analytical skills with experience using KPIs and dashboards to drive decisions
• Experience managing a department including headcount plan, and forecasting
• Hands-on experience with support platforms such as Salesforce, Zendesk, Intercom, or similar
• Exceptional communication and executive presence, with the ability to translate operational data into leadership-ready insights
• Background in SaaS or technology-sector support organizations

Responsibilities

• Own customer satisfaction outcomes (CSAT, NPS) across all support channels, including phone, chat, email, and AI-assisted interactions
• Design, run, and continuously improve the QA program for Tier 1, 2, and 3 with scorecards and calibration sessions
• Define clear career paths, training programs, and coaching practices to strengthen retention and internal promotion
• Partner with Product, Engineering, and Customer Success to turn support insights into fixes that reduce contact volume
• Work with Operations to refine forecasting, staffing, and reporting rhythm for leadership visibility
• Lead the team through change, including product launches, customer incidents, and periods of rapid growth

Skills

Leadership

Multi-channel support

QA program

Data analysis

Forecasting

Executive communication

Tools

Salesforce

Zendesk

Intercom

Job description

Tekmetric seeks a Director of Customer Support to own quality, efficiency, and people strategy across a growing SaaS support organization. Lead managers and teams across phone, chat, email, and AI-assisted channels, setting standards, coaching, and scalable processes to deliver outstanding customer experiences.

You will partner with Product, Engineering, and Customer Success to drive insights into product improvements, staffing, and roadmap delivery in a remote-first environment.