Director of Global Technical Support & Escalations

Constant Contact; Waltham (MA); Hybrid; USD 137,000 - 172,000; Full time

Benefits offered by this job

Health benefits

Generous paid time off

Hybrid work model

Job summary

Constant Contact is seeking a Director of Customer Support to lead our global service delivery for a high-volume, multi-channel environment. You will manage a diverse team across onshore, nearshore, and offshore resources, while partnering with Engineering and Product to drive escalation paths and continuous product improvements.

You will shape the support strategy, ensuring operational excellence, meeting stringent SLAs, and delivering superior CSAT/NSAT results.

Qualifications

• Minimum 5 years of senior leadership in a high-volume customer or technical support center.
• SaaS domain expertise with SMBs and varied verticals.

Responsibilities

• Lead T2 & T3 support oversight for advanced technical delivery.
• Partner with Engineering & Product to influence product cycles and bug remediation.
• Manage performance against CSAT/NSAT, FCR, handling times and resolution rates.
• Serve as escalation point for time-critical issues to safeguard retention.
• Collaborate with WFM and Finance on forecasts and staffing plans to meet SLAs.
• Develop leaders and provide coaching for progression in tech support teams.
• Communicate goals down through T2/T3 and coordinate with cross-functional teams.

Skills

Senior leadership

SaaS domain

Stakeholder management

Vendor management

Analytical skills

Job description

Constant Contact is seeking a Director of Customer Support to lead our global service delivery for a high-volume, multi-channel environment. You will manage a diverse team across onshore, nearshore, and offshore resources, while partnering with Engineering and Product to drive escalation paths and continuous product improvements.

You will shape the support strategy, ensuring operational excellence, meeting stringent SLAs, and delivering superior CSAT/NSAT results.