Director of Customer Support (Fully Remote)

Jobgether; United States; Remote; USD 146,000 - 183,000; Full time

Benefits offered by this job

Unlimited PTO

Flexible remote schedule

401(k) with employer matching

Job summary

Jobgether is a remote-first company leveraging AI-powered matching to help you find the right job. As Director of Support, you will lead Tier 1 and Tier 2 transformation, set operating standards, and drive service performance in a national remote environment.

Utilize your 8+ years in SaaS support and 4+ years in director-level leadership to optimize SLAs, CSAT, and incident management while guiding a large, flexible-remote team across the United States.

Qualifications

• 8+ years in customer or technical support, preferably in B2B SaaS or hardware-enabled SaaS.
• 4+ years of director-level experience managing teams of 15+.
• 2+ years of experience with SLAs and CSAT metrics.

Responsibilities

• Lead transformation of Tier 1 and Tier 2 support teams, establishing operational standards.
• Own support quality, customer effort, and service performance with focus on reducing resolution times.
• Oversee critical incident escalations and executive reviews.

Skills

Leadership

Customer support

SaaS experience

Incident management

Job description

• Lead transformation of Tier 1 and Tier 2 support teams, establishing operational standards.
• Own support quality, customer effort, and service performance with focus on reducing resolution times.
• Oversee critical incident escalations and executive reviews.

Requirements:

• 8+ years in customer or technical support, preferably in B2B SaaS or hardware-enabled SaaS.
• 4+ years of director-level experience managing teams of 15+.
• 2+ years of experience with SLAs and CSAT metrics.
• Annual salary $146,000 to $183,000 with equity and bonuses.
• Unlimited PTO and flexible remote schedule.
• Retirement savings plan with employer matching.

Jobgether

Jobgether uses AI-powered matching to help you find the right job. They operate as a remote-first company with a collaborative, high-growth environment.