Senior Director, Customer Support & Experience

ClearCo; United States; Remote; USD 155,000 - 195,000; Full time

Benefits offered by this job

Flexible vacation

Medical/dental/vision insurance

401k with match

Pet insurance

Job summary

ClearCo is seeking a Senior Director of Customer Support to lead a strategic transformation of our support organization. Reporting to the COO, you will drive efficiency, elevate service quality, and deliver an exceptional customer experience across a $40M–$150M ARR business.

You will own onboarding, training, and a metrics-driven program, building a leadership bench and partnering with Product, Data, and Customer Success to shape roadmap and budget.

Qualifications

• 7+ years in customer support with 3+ years leading managers or leads.
• Experience deploying automation or AI in support and knowing what worked and what did not.
• Experience turning support data into product prioritization that engineering acted on.
• Experience building capacity and staffing models for a support organization.

Responsibilities

• Own Customer Support end to end: Tier 1-2 support, knowledge management, and support operations.
• Set and run the metrics that matter: CSAT, first response and resolution time, backlog aging, contact rate per customer, and cost per ticket.
• Redesign workflows and automation before adding tools, then select and deploy the tooling that earns its cost, including AI-assisted triage and deflection.
• Build a resourcing model that keeps quality and response time steady through turnover and growth.
• Establish clear escalation paths with defined owners across Support, Implementation Services, Product, and Customer Success.

Skills

Leadership of managers

B2B SaaS experience

Support metrics

Automation/AI in support

Data-driven prioritization

Staffing models

Zendesk/Salesforce proficiency

Education

Bachelor's degree

Tools

Zendesk

Salesforce

Job description

ClearCo is seeking a Senior Director of Customer Support to lead a strategic transformation of our support organization. Reporting to the COO, you will drive efficiency, elevate service quality, and deliver an exceptional customer experience across a $40M–$150M ARR business.

You will own onboarding, training, and a metrics-driven program, building a leadership bench and partnering with Product, Data, and Customer Success to shape roadmap and budget.