Director of Customer Support Excellence (Remote)

Tekmetric; United States; Híbrido; USD 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-friendly policies

Flexible PTO

Health benefits

Descripción de la vacante

Tekmetric is seeking a Director of Customer Support to own the quality, efficiency, and people strategy of our support organization. This senior role leads Tier 1–3 support, builds programs to measure and sustain quality, and partners with Product and Engineering to address root causes in a fast-paced, remote-first environment.

You will report to executive leadership and shape a scalable, customer-centric support function that drives CSAT, retention, and growth across phone, chat, email, and

Formación

• 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

Responsabilidades

• 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, Tier 2, and Tier 3, with consistent scorecards, calibration sessions, and sampling methodology
• Ensure quality standards are applied consistently across channels and tiers, and that QA findings drive coaching, training, and process changes
• Review customer feedback, low-CSAT interactions, and escalations to identify trends and drive corrective action
• Establish quality benchmarks and hold managers and team leads accountable for results
• Evaluate and improve the quality of AI and automation-handled interactions alongside human-handled contacts
• Own operational efficiency metrics including FCR, AHT, TTR, SLA adherence, backlog, and cost per contact
• Partner with Support Operations on forecasting, staffing, scheduling, and capacity planning to meet service levels
• Identify and lead initiatives that reduce handle time, increase deflection and self-service, and improve resolution rates without sacrificing quality
• Define and maintain escalation paths, tier definitions, and handoff processes between Tier 1, Tier 2, and Tier 3
• Evaluate and provide feedback on gaps in the support tech stack, including ticketing, telephony, QA, knowledge base, and AI tools
• Hire, onboard, and retain a high-performing support organization, including Managers, Team Leads, and frontline agents
• Build clear career paths and role definitions from Tier 1 through leadership, including promotion criteria, skill matrices, and development plans
• Lead coaching and performance management practices, equipping managers to give consistent, data-driven feedback
• Own the training strategy, including new-hire onboarding, product and tool training, soft-skills development, and ongoing upskilling
• Foster a culture of accountability, engagement, and recognition; monitor team health, attrition, and morale
• Develop and execute the customer support strategy and multi-year roadmap in alignment with company goals
• Own headcount planning and organizational design around forecasted needs
• Serve as the voice of the customer, translating support trends and root-cause insights into actionable recommendations for Product, Engineering, Customer Success, and Sales
• Partner with Engineering on Tier 3 escalations, bug triage, and incident communication
• Deliver regular performance reporting and data-driven recommendations to executive leadership
• Inform where there are gaps in the knowledge base and support documentation, and champion self-service resources
• Lead the team through change, including product launches, customer incidents, and periods of rapid growth

Conocimientos

Leadership

Customer Support

SaaS experience

Quality Assurance

Analytics

Forecasting

Cross-functional Collaboration

Educación

Bachelor's degree (preferred)

Herramientas

Salesforce

Zendesk

Intercom

Descripción del empleo

Tekmetric is seeking a Director of Customer Support to own the quality, efficiency, and people strategy of our support organization. This senior role leads Tier 1–3 support, builds programs to measure and sustain quality, and partners with Product and Engineering to address root causes in a fast-paced, remote-first environment.

You will report to executive leadership and shape a scalable, customer-centric support function that drives CSAT, retention, and growth across phone, chat, email, and