Remote Global Head of Customer Support — AI-Driven Uptime

AssetWatch, Inc.; United States; Remote; USD 146,000 - 183,000; Full time

Benefits offered by this job

Stock options

Retirement plan match

Opportunity to make an impact

Unlimited PTO

Job summary

AssetWatch is seeking a Director of Customer Support to build and scale a global support organization focused on fast, technically excellent assistance for manufacturing customers. You will lead 20+ managers, team leads, and engineers across time zones, drive down resolution times, and implement AI-powered tooling to improve efficiency.

The role emphasizes reorganization into Tier 1 and Tier 2 teams, performance measurement, and close collaboration with Product and Engineering to shape the

Qualifications

• 8+ years in customer or technical support, including B2B SaaS or hardware-enabled SaaS.
• 4+ years in director-level leadership managing 15+ people across multiple supervisory levels.
• 2+ years directly accountable for SLA, CSAT, or quality metrics.

Responsibilities

• Lead Tier 1 and Tier 2 support teams through the reorganization.
• Create clear performance standards and coaching routines.
• Build performance metrics and headcount planning frameworks.
• Set annual and quarterly support goals aligned with business strategy.
• Define operating model, staffing, and shift coverage across time zones.
• Run a leadership development program for Team Leads and Managers.
• Own support quality, reduce repeat contacts, and manage escalations.
• Elevate root-cause investigations with hardware, eng, and field teams.
• Evolve the support tech stack and integrate with CS, sales, and product systems.
• Lead AI integration and drive agent productivity gains.

Skills

Executive presence

Data analytics

Leadership

Strategic thinking

Change management

AI familiarity

Remote leadership

Job description

AssetWatch is seeking a Director of Customer Support to build and scale a global support organization focused on fast, technically excellent assistance for manufacturing customers. You will lead 20+ managers, team leads, and engineers across time zones, drive down resolution times, and implement AI-powered tooling to improve efficiency.

The role emphasizes reorganization into Tier 1 and Tier 2 teams, performance measurement, and close collaboration with Product and Engineering to shape the