Director of Customer Support & Experience

Perry Weather; Dallas (TX); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer matching

Voluntary benefits

Job summary

Perry Weather, based in Dallas, seeks a Director of Customer Support to own the function end-to-end. You will lead Tier 1 and Tier 2 teams, build systems to prevent tickets, and engage deeply with our hardware and software to ensure excellent customer outcomes.

You will work closely with engineering and product to align on a support roadmap and customer experience. This hands-on leadership role requires hands-on knowledge of our hardware and software, strong coaching, data-driven decision

Qualifications

• 7+ years in customer support or technical support, including real experience leading and developing a team.
• Experience with a technically complex product. Hardware-enabled SaaS, IoT, telematics, physical security, or environmental sensing is a strong plus.
• Deeply technical for a support leader. You can debug alongside your team, talk with engineers, and spot configuration problems vs bugs.
• A track record of building processes and driving outcomes, not just managing tasks. Strong writing and systems thinking are valued.
• Fluent in support data. Able to stand up reporting, choose the right metrics, and coach using data.
• Active experience with AI in operations today, understanding where it adds value and where it does not.
• Excellent in front of customers; capable of handling large accounts confidently.

Responsibilities

• Lead, coach, and grow the customer support team with a focus on technical excellence.
• Set a standard for customer interactions and build a measurable quality review program.
• Establish a coaching rhythm and career ladder as the team scales.
• Own queue health, capacity planning, and predictable delivery amid seasonal volume.
• Create and publish reporting on resolution time, first-contact resolution, backlog health, CSAT, and escalations.
• Use data and cross-platform insights to inform the company’s truth and roadmap.
• Own escalation routing across Tier 1, Tier 2, engineering, hardware, and account teams.
• Act as Tier 3 for the most complex cases and drive them to resolution.
• Manage incident communications with customers during outages.

Skills

Team leadership

Technical support

QA and data reporting

AI in support

Customer interaction

Cross-functional collaboration

Troubleshooting with engineers

Job description

Perry Weather, based in Dallas, seeks a Director of Customer Support to own the function end-to-end. You will lead Tier 1 and Tier 2 teams, build systems to prevent tickets, and engage deeply with our hardware and software to ensure excellent customer outcomes.

You will work closely with engineering and product to align on a support roadmap and customer experience. This hands-on leadership role requires hands-on knowledge of our hardware and software, strong coaching, data-driven decision