Director of Global Tech Support & Escalations

constantcontact; United States; Hybrid; USD 150,000 - 190,000; Full time

Job summary

Constant Contact seeks a Director of Customer Support to lead our global Tier 2 and Tier 3 support operations, partnering with Engineering and Product to ensure seamless escalation, drive continuous product improvements, and elevate multi-site service quality across onshore, nearshore, and offshore teams.

You will build a data-driven, high-performing organization focused on CSAT, FCR, and efficient staffing, translating business goals into practical support strategies that boost customer

Qualifications

• 5+ years of senior leadership in high-volume support or technical support centers
• Experience in SaaS environments serving SMBs and mid-market
• Proven ability to partner with Engineering, Product, IT
• Experience managing multi-site onshore/nearshore/offshore teams
• Strong analytical communication and problem-solving skills

Responsibilities

• Lead advanced technical support delivery for T2/T3 with strong escalation handling
• Serve as primary conduit between Customer Support and Product/Engineering to influence product cycles
• Manage performance against benchmarks (CSAT, NSAT, FCR, handling times) and staffing
• Govern escalation processes and protect customer retention
• Collaborate with WFM and Finance on forecasts and SLAs
• Coach and develop people leaders and frontline teams
• Align department goals with cross-functional orgs (Customer Success, Sales, IT, HR)

Skills

Senior leadership

SaaS domain knowledge

Stakeholder management

Team leadership

Analytical skills

Job description

Constant Contact seeks a Director of Customer Support to lead our global Tier 2 and Tier 3 support operations, partnering with Engineering and Product to ensure seamless escalation, drive continuous product improvements, and elevate multi-site service quality across onshore, nearshore, and offshore teams.

You will build a data-driven, high-performing organization focused on CSAT, FCR, and efficient staffing, translating business goals into practical support strategies that boost customer