Global Director, Customer Support & AI-Driven Excellence

athos-commerce-careers; United States; Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Open PTO

Health insurance

Dental insurance

Vision insurance

Disability coverage

Life insurance

401(k) match

Flexible work

Job summary

Athos Commerce is seeking a leader to run its global Customer Support function, establishing consistent standards of service across regions and coordinating with Engineering, Product, Customer Success, Professional Services, and Implementation. The role focuses on improving response times, escalation handling, and KPIs while scaling the support organization.

You will develop playbooks, training materials, and processes to boost support quality, incorporating AI-assisted workflows with proper

Qualifications

• Leadership experience in customer support within a B2B SaaS company.
• Experience building or scaling global support operations.
• Ability to establish SLAs, queues, escalation processes and performance standards.
• Strong data-driven mindset to improve team and operational performance.
• Familiarity with AI-enabled support workflows and automation.
• Excellent communication and leadership skills.

Responsibilities

• Lead Athos Commerce’s global Customer Support function and set a consistent standard of support excellence across regions.
• Collaborate with Engineering, Product, Customer Success, Professional Services, and Implementation to improve response and resolution times.
• Own service levels, processes, and performance reporting; drive continuous improvement initiatives.
• Develop training materials, playbooks, and knowledge resources to improve support quality.
• Apply AI-assisted workflows to speed up support while maintaining human oversight.

Skills

Leadership

Global ops

SLA management

Data-driven

AI workflows

Cross-functional

Customer support

Escalation handling

Team development

Communication

Education

Bachelor's degree

Job description

Athos Commerce is seeking a leader to run its global Customer Support function, establishing consistent standards of service across regions and coordinating with Engineering, Product, Customer Success, Professional Services, and Implementation. The role focuses on improving response times, escalation handling, and KPIs while scaling the support organization.

You will develop playbooks, training materials, and processes to boost support quality, incorporating AI-assisted workflows with proper