Senior Director, Customer Support & Experience

Calendly; United States; Remote; USD 173,000 - 216,000; Full time

Benefits offered by this job

Equity awards

Competitive benefits

Job summary

Calendly is seeking a Senior Director of Customer Support to shape the strategy and operations of our support organization. You will lead high-performing teams, partner with Product, Engineering, and Customer Success, and use data to drive improvements in customer satisfaction and efficiency.

You will oversee multi-channel support, establish KPIs, and drive initiatives in automation and self-service to scale as Calendly grows.

Qualifications

• 8+ years in customer support or service roles with leadership experience.
• Experience building and scaling SaaS customer support teams.

Responsibilities

• Develop and execute a customer support strategy aligned with company goals.
• Lead and scale support teams with a culture of collaboration and continuous improvement.
• Oversee daily operations across email, chat, phone, and in-app support.
• Establish, monitor, and report on support metrics and KPIs.
• Collaborate with Customer Success, Product, Engineering, and Sales to improve the product and support experience.
• Analyze data and feedback to identify trends and improvement opportunities.
• Design workflows and knowledge resources to support scalability.
• Oversee training and development of team members.
• Manage budgets, resource planning, and vendor relationships.
• Handle escalations and communicate with stakeholders.

Skills

Leadership

People management

SaaS experience

Data-driven

Cross-functional collaboration

Customer experience

CRM/ticketing tools

Education

Bachelor’s degree or equivalent

Tools

Zendesk

Salesforce Service Cloud

Intercom

Job description

Calendly is seeking a Senior Director of Customer Support to shape the strategy and operations of our support organization. You will lead high-performing teams, partner with Product, Engineering, and Customer Success, and use data to drive improvements in customer satisfaction and efficiency.

You will oversee multi-channel support, establish KPIs, and drive initiatives in automation and self-service to scale as Calendly grows.