Senior Director, AI-Driven Customer Support

ClearCo; United States; Presencial; USD 155.000 - 195.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible vacation

Medical/dental/vision insurance

401k with match

Pet insurance

Descripción de la vacante

ClearCo is seeking a Senior Director of Customer Support to transform the function into an innovative, proactive business unit. Reporting to the COO, you will own end-to-end support, define key metrics, redesign workflows, and deploy AI-enabled tools to improve efficiency and customer outcomes.

The role offers a base salary between $155,000 and $195,000, with a bonus opportunity up to 15% of annual pay. You will lead a team, partner with Product and Customer Success, and shape strategic roadmaps

Formación

• 7+ years in customer support with 3+ leading managers or leads.
• Measurable results in reducing cost-to-serve, improving CSAT, or lowering contact rate.
• Experience deploying automation or AI in support and guiding product prioritization.

Responsabilidades

• Own end-to-end Customer Support: Tier 1-2, knowledge mgmt, support operations.
• Set and track CSAT, first response time, resolution time, backlog aging.
• Redesign workflows and implement tooling, including AI-assisted triage and deflection.
• Build staffing models to maintain quality and response times during growth.
• Establish escalation paths across Support, Implementation Services, Product, and Customer Success.
• Improve ticket data quality and provide insights to Product and leadership.

Conocimientos

Leadership

Customer support leadership

B2B SaaS experience

Herramientas

Zendesk

Salesforce

Descripción del empleo

ClearCo is seeking a Senior Director of Customer Support to transform the function into an innovative, proactive business unit. Reporting to the COO, you will own end-to-end support, define key metrics, redesign workflows, and deploy AI-enabled tools to improve efficiency and customer outcomes.

The role offers a base salary between $155,000 and $195,000, with a bonus opportunity up to 15% of annual pay. You will lead a team, partner with Product and Customer Success, and shape strategic roadmaps