Head of SaaS Support & Customer Experience

Foundation Software; Strongsville (OH); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Tickets to Cleveland sporting events

Lunch & learn events

Employee appreciation events

401(k) with match

Medical, dental, vision insurance

Liberty Mutual insurance discounts

Job summary

Foundation Software seeks a Director of Software Support to lead the strategy, performance, and evolution of our SaaS-based accounting and payroll support. Build high-performing teams, shape support strategy, and drive customer success at scale.

You will partner across Product, Engineering, and Customer Success to continuously improve resolutions, training, and service delivery. The role emphasizes leadership, data-driven improvements, and a customer-centric mindset, with opportunities to

Qualifications

• 8+ years in customer support/customer operations, with 3-5+ years in leadership roles.
• Proven track record building and scaling high-performing, multi-tier support teams.
• Experience managing KPIs such as CSAT, SLA, FCR, etc.
• Experience implementing and optimizing support platforms like Salesforce Service Cloud, and Genesys Salesforce Softphone.
• Expertise in process design, workflow optimization, and escalation management.
• Data driven mindset with advanced reporting, forecasting, and workforce planning experience.
• Strong cross-functional collaboration with Product, Development, Implementation, Education, and Customer Success teams.

Responsibilities

• Lead, mentor, and develop a high-performing Software Support organization.
• Establish clear performance objectives, KPIs, and departmental goals; ensure accountability.
• Advocate for client needs and feed feedback into product and service improvements.
• Partner with Product, Engineering, Operations to improve processes and accelerate resolutions.
• Oversee attendance, performance management, and HR matters for the team.
• Ensure documentation of defects and requests to Development.
• Guide team on product functionality and industry trends.
• Manage customer interactions and ensure SOP compliance.

Skills

Leadership

KPIs

Cross-functional collaboration

Data analytics

Troubleshooting

SaaS domain

Windows knowledge

Tools

Salesforce Service Cloud

Genesys

Salesforce Softphone

Job description

Foundation Software seeks a Director of Software Support to lead the strategy, performance, and evolution of our SaaS-based accounting and payroll support. Build high-performing teams, shape support strategy, and drive customer success at scale.

You will partner across Product, Engineering, and Customer Success to continuously improve resolutions, training, and service delivery. The role emphasizes leadership, data-driven improvements, and a customer-centric mindset, with opportunities to