Senior Director, Customer Support

Jobgether SRL; United States; Remote; USD 173,000 - 259,000; Full time

Benefits offered by this job

Equity rewards

Remote work environment

Travel opportunities

Disability accommodations

Job summary

Jobgether SRL seeks a Senior Director, Customer Support to lead the vision, strategy, and operations of a large-scale support organization in the United States.

You will work with Customer Success, Product, Engineering, and Sales to advocate for customers, drive improvements, and build scalable, data-driven processes across channels including email, chat, phone, and in-app support.

Qualifications

• Bachelor's degree or equivalent professional experience required.
• 8+ years in customer support with at least 3 years in senior leadership.
• Proven ability to scale SaaS support teams in fast-paced environments.
• Strong data-driven approach to set strategy and measure impact.
• Hands-on experience with Zendesk, Salesforce Service Cloud or Intercom.

Responsibilities

• Develop and execute a comprehensive customer support strategy aligned with business goals.
• Lead and scale cross-functional support teams across multiple channels.
• Monitor KPIs like CSAT, NPS, and response times to drive improvements.
• Partner with Success, Product, Engineering, and Sales to voice customer needs.
• Design scalable workflows, knowledge resources, and self-service capabilities.
• Oversee training, budgets, and vendor relationships.

Skills

People leadership

Customer support strategy

Operational excellence

Data-driven decision making

Cross-functional collaboration

Vendor and budget management

Education

Bachelor's degree or equivalent

Advanced degree or related certifications

Tools

Zendesk

Salesforce Service Cloud

Intercom

CRM and analytics platforms

Job description

Senior Director, Customer Support - United States

The Senior Director, Customer Support will lead the vision, strategy, and day-to-day operations of a large-scale customer support organization. This role is responsible for delivering a consistent, high-quality customer experience while building scalable and efficient support operations. You will lead and develop high-performing teams and establish a culture of accountability, collaboration, and continuous improvement. Working closely with Customer Success, Product, Engineering, and Sales, you will champion the voice of the customer and influence product and service improvements. Data, customer insights, automation, and self-service will be central to how you identify opportunities and drive measurable results. This is a senior leadership opportunity in a fast-paced technology environment with significant scope for organizational and customer impact.

Accountabilities

• Develop and execute a comprehensive customer support strategy aligned with business objectives, with a strong focus on customer satisfaction, retention, scalability, and operational excellence.
• Lead, mentor, and scale customer support teams, fostering a high-performance culture built around collaboration, accountability, continuous learning, and employee development.
• Oversee daily support operations across channels including email, chat, phone, and in-app support, ensuring timely resolutions, consistent service quality, and an exceptional customer experience.
• Establish, monitor, and communicate key support metrics and KPIs, including response times, CSAT, NPS, ticket backlog, escalation rates, and other indicators of operational and customer health.
• Partner closely with Customer Success, Product, Engineering, Sales, and other stakeholders to represent the voice of the customer and translate customer feedback into meaningful product and support improvements.
• Analyze support data, customer feedback, and operational trends to identify root causes, remove friction, improve processes, and uncover opportunities for greater efficiency and customer value.
• Design and optimize support workflows, technology, knowledge resources, and operating models to enable the organization to scale effectively as the customer base grows.
• Oversee training, onboarding, and professional development programs to ensure support teams have the expertise, tools, and resources required to deliver consistently excellent service.
• Manage support budgets, resource planning, and external vendor relationships as needed, while ensuring appropriate operational and financial discipline.
• Provide executive oversight for escalated customer issues and critical incidents, coordinating rapid resolution and clear communication with internal and external stakeholders.
• Lead initiatives focused on automation, self-service, knowledge management, and proactive support to reduce customer friction and improve the overall support experience.

Requirements

• Bachelor’s degree or equivalent professional experience, with an advanced degree, relevant certification, or specialized training in customer experience, contact center management, or operations considered an advantage.
• 8+ years of experience in customer support or customer service, including at least 3 years leading teams at the Manager, Director, or Senior Director level.
• Proven experience building, leading, and scaling customer support organizations within SaaS, technology, or other fast-paced environments.
• Strong track record of operational excellence, with the ability to use metrics, analytics, customer insights, and business data to shape strategy and deliver measurable improvements.
• Hands-on experience with customer support technologies, including CRM, ticketing, chat, and analytics platforms such as Zendesk, Salesforce Service Cloud, or Intercom.
• Demonstrated experience managing global or distributed teams and leading organizations through periods of growth, change, or transformation.
• Experience designing and scaling automation and self-service capabilities, including knowledge bases, chatbots, and other technologies that improve support efficiency.
• Strong understanding of customer-centric approaches such as Voice of the Customer, Design Thinking, and Lean or Agile support methodologies.
• Exceptional leadership, communication, influencing, and interpersonal skills, with the ability to inspire teams, develop leaders, and build strong cross-functional relationships.

Benefits

• Annual base salary ranging from $172,816 to $259,224 USD, depending on geographic compensation tier, with starting compensation influenced by experience, skills, interview performance, location, and internal pay equity.
• Equity awards and a competitive total rewards package for eligible full-time employees working 30 or more hours per week.
• Remote work environment with compensation determined according to the metropolitan area associated with the employee’s remote work location.
• Opportunity to work in a high-growth technology environment with significant scope for professional development, organizational leadership, and customer impact.
• Occasional travel may be required for company events, team collaboration, or offsites.
• Reasonable accommodations are available for individuals with disabilities during the application and recruiting process.
• Employment eligibility is subject to applicable state registration and geographic requirements.