Director, Customer Success

About the role

The Director of Customer Support role is strategic in nature, focusing on operational excellence and exceptional customer experience delivery. Key responsibilities include developing and implementing strategic support frameworks, optimizing call center operations, and fostering cross-functional collaboration. The role emphasizes a data-driven approach to support management, using insights to improve resolution rates, reduce handle times, and enhance customer satisfaction. Additionally, the Director will play a key role in evolving the customer support function as the company grows, highlighting the importance of strategic planning, team development, and technological innovation in this position.

What you get to do every day

• Direct a high-performing customer support teams that drives resolution efficiency and customer satisfaction
• Lead and develop a team of senior customer support managers who collectively oversee the management of their teams and overall call center operations
• Develop and implement strategic support frameworks with clear KPIs and playbooks for different customer segments and issue types
• Create scalable processes to improve first-call resolution rates while maintaining exceptional customer experiences
• Partner cross-functionally with Product, Onboarding, Operations, and Sales to ensure seamless customer journeys
• Implement data-driven approaches to track support metrics, identify trends, and develop proactive improvement strategies
• Oversee technology selection and implementation to optimize call center operations
• Drive continuous improvement initiatives to reduce average handle time and increase CSAT scores
• Familiarity with workforce management principles and contact center scheduling
• Serve as an escalation point for complex customer issues requiring executive attention
• Strategically plan and manage staffing levels and schedules to maximize resource utilization and achieve KPIs
• Collaborate with Enablement to provide resources and training to new hires as well as continuing education

What you bring to the role

• 7+ years of experience leading customer-facing teams, with at least 5 years in call center or customer support leadership
• Proven track record of driving operational efficiency and customer satisfaction in a high-volume support environment
• Experience building and scaling high-performing teams through periods of rapid growth
• Strong ability to develop strategic support plans and processes that drive measurable results
• Experience implementing systems and tools to track customer satisfaction, support metrics, and team performance
• Exceptional communication and leadership skills with both customers and internal stakeholders
• Data-driven approach to decision-making and performance management
• Experience managing budgets and resource planning for support operations
• Experience with omnichannel support environments (phone, email, chat, social)

Nice to have

• Familiarity with workforce management principles and contact center scheduling
• Track record of implementing effective quality assurance programs
• Experience scaling a support function from startup to growth stage
• Background in implementing or optimizing contact center technologies
• Proficiency with customer support platforms (Zendesk, Salesforce Service Cloud, etc.)
• Proven ability to influence product roadmap based on customer feedback
• Experience managing both hybrid and in-office support teams
• Knowledge of support automation, including chatbots and AI-assisted technologies