Director of Customer Support — Lead, Scale & Elevate CX

Perry Weather; Dallas (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Office in Oak Lawn (Dallas)

Health insurance

401(k) with employer matching

Team events and All-Hands

Job summary

Perry Weather is seeking aDirector of Customer Support in Dallas to own the function end to end. You will lead Tier 1/2 teams, build systems to reduce tickets, and be the face in the toughest conversations, while hands-on when needed.

You’ll shape processes, coach talent, and drive customer outcomes with data-driven discipline. You’ll partner with product and engineering to turn customer insights into roadmap input, scale the support org, and raise the bar for service across hardware-enabled

Qualifications

• 7+ years in customer support leadership or similar
• Experience with technically complex products (hardware-enabled SaaS, IoT, or environmental sensing)
• Strong data and metrics orientation; ability to coach via dashboards

Responsibilities

• Lead, coach, and grow the customer support team with hands-on credibility
• Establish a quality review program and a clear career ladder for the team
• Own escalation routing across tiers, incident communication, and collaboration with product/engineering

Skills

Leadership

Customer support

Data-driven

AI awareness

Stakeholder management

Tools

CRM systems

Dashboards

Job description

Perry Weather is seeking aDirector of Customer Support in Dallas to own the function end to end. You will lead Tier 1/2 teams, build systems to reduce tickets, and be the face in the toughest conversations, while hands-on when needed.

You’ll shape processes, coach talent, and drive customer outcomes with data-driven discipline. You’ll partner with product and engineering to turn customer insights into roadmap input, scale the support org, and raise the bar for service across hardware-enabled