Director of Customer Support & Experience

Vista Social LLC; United States; On-site; USD 140,000 - 200,000; Full time

Benefits offered by this job

401(k) plan with company match

Health, vision and dental insurance

2 weeks of PTO

1 week of personal holiday

1 week of sick time

Home office setup stipend

Job summary

Vista Social LLC is seeking a Director of Customer Support to own the end-to-end support experience and ensure consistency across customers and time. You'll define strategy, build scalable processes, and lead a growing team through change while leveraging AI and automation to improve outcomes.

You will partner with Product, Engineering, Customer Success, Professional Services and Revenue to translate learnings into product and process improvements, and you’ll drive CSAT, retention, and

Qualifications

• 10+ years leading customer support or technical support in a high-growth SaaS
• 3+ years leading teams, across regions
• Deep familiarity with support platforms, escalation models, and AI-driven solutions
• Strong ability to design processes and train teams on systems

Responsibilities

• Define and lead support strategy across channels and products
• Create SOPs and knowledge base updated with weekly product updates
• Develop escalation workflows and SLAs for consistent customer experience
• Coach and develop team leads and support staff with clear performance standards
• Collaborate with Product, Engineering, CS, and Revenue to improve support outcomes
• Drive KPIs, CSAT, retention, and operational performance
• Adopt AI, automation, and better tooling to improve efficiency

Skills

Leadership

SaaS experience

Process design

AI workflows

Stakeholder influence

Tools

Support platforms

AI tooling

Job description

Vista Social LLC is seeking a Director of Customer Support to own the end-to-end support experience and ensure consistency across customers and time. You'll define strategy, build scalable processes, and lead a growing team through change while leveraging AI and automation to improve outcomes.

You will partner with Product, Engineering, Customer Success, Professional Services and Revenue to translate learnings into product and process improvements, and you’ll drive CSAT, retention, and