Director, SaaS Support & Customer Experience

Foundation Software; Strongsville (OH); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Tickets to Cleveland sporting events

Lunch and learns

Employee appreciation events

Paid vacation

401(k) with match

Tuition reimbursement

Medical, dental, vision

Job summary

Foundation Software is seeking a Director of Software Support to lead strategy, performance, and evolution of our SaaS-based accounting and payroll support teams. The role focuses on delivering exceptional customer experience at scale, building high-performing teams, and driving improvements through data-driven insights.

You will partner with Product, Engineering, Operations and other leaders to accelerate issue resolution, manage HR and performance, and shape the future of Software Support

Qualifications

• 8+ years in customer support/operations with leadership experience.
• Proven track record building and scaling multi-tier support teams.
• Experience managing KPIs such as CSAT, SLA, and FCR.
• Experience in SaaS or technology environments.

Responsibilities

• Lead and develop a high-performing Software Support organization.
• Set and track KPIs; ensure accountability and execution.
• Advocate for customers and feed feedback to product and service improvements.
• Partner with Product, Engineering, Operations to improve processes and resolution times.
• Oversee HR matters and performance management for the team.
• Drive training, coaching, and continuous improvement initiatives.

Skills

Leadership

SaaS support leadership

KPIs: CSAT SLA FCR

Salesforce Service Cloud

Genesys Salesforce Softphone

Process design

Forecasting & planning

Cross-functional collaboration

Automation & self-service

Tools

Salesforce Service Cloud

Genesys Salesforce Softphone

Job description

Foundation Software is seeking a Director of Software Support to lead strategy, performance, and evolution of our SaaS-based accounting and payroll support teams. The role focuses on delivering exceptional customer experience at scale, building high-performing teams, and driving improvements through data-driven insights.

You will partner with Product, Engineering, Operations and other leaders to accelerate issue resolution, manage HR and performance, and shape the future of Software Support