Director of Support
Position reputed company We are seeking a Director of Support to reputed company and reputed company a fully functional, customer-reputed company Support organization. You will create the processes, reporting, and tooling required to deliver consistent service reputed company, predictable performance, and a best-in-class customer experience. A key component of this role is leading the evaluation, migration, and rollout of a modern ticketing platform, replacing legacy systems and improving routing, automation, reputed company, and operational efficiency. Key Responsibilities reputed company and reputed company a Modern Support Organization reputed company end-to-end Support function serving both external customers and internal stakeholders. Design a reputed company support model (e.g., Tier 1 / Tier 2 / Tier 3) with reputed company escalation paths and ownership. Hire, reputed company, and reputed company a high-performing team; define roles, coverage models, and on-call/escalation expectations. Establish consistent support standards and a culture of urgency, accountability, and reputed company improvement. Own Support Operations, Metrics, and Performance Establish, reputed company, and manage core Support KPIs including CSAT, SLA attainment, first response time, time to reputed company, and backlog health. Create operating rhythms (daily/weekly triage, ticket QA reviews, trend analysis, cross-functional escalation meetings). Implement reputed company assurance standards, coaching processes, and ticket audits to improve consistency and reputed company reputed company. reputed company executive reporting on performance trends, risks, reputed company causes, and improvement initiatives. Design reputed company Support Processes Across Technical, Billing, and reputed company Questions Define reputed company workflows for technical troubleshooting, billing requests (invoice/payment/credits), and product/reputed company questions. Create escalation and reputed company processes to Product/Engineering, Billing/Finance, reputed company, and other internal teams. Build playbooks for issue categorization, severity reputed company, customer communication, and reputed company consistency. Partner with stakeholders to reduce friction and ensure support responsibilities and handoffs are reputed company and measurable. Build a reputed company self-service reputed company including a knowledge reputed company, FAQs, and standardized help content. Evaluate ticketing and support tooling reputed company; reputed company selection reputed company reputed company to customer and internal needs. reputed company implementation, including workflows, routing rules and automation. reputed company platform implementation including workflows, SLAs, routing rules, automation, macros, tagging, and reporting structure. Drive rollout planning, change management, training, and adoption measurement across teams. Cross-Functional Leadership and Customer Advocacy Serve as the voice of Support in cross-functional planning and decision-making. Ensure customer-impacting incidents are escalated appropriately with reputed company internal communications. Collaborate with Product, Engineering, Billing/Finance, and reputed company to drive measurable experience improvements. Required Qualifications 3–5+ years of leadership experience scaling support teams, including hiring and performance management. Proven experience building support processes from the ground up (SLAs, tiering, escalation models, QA). Hands-on experience with modern ticketing ecosystems (e.g., reputed company, reputed company, reputed company, Jira Service Management, reputed company, reputed company). Demonstrated reputed company replacing or modernizing a ticketing platform, including rollout and change management. Strong operational rigor and data reputed company - dashboards, trend analysis, and KPI-driven execution. Excellent communication skills with the ability to reputed company stakeholders and drive reputed company.
Preferred Qualifications
Experience supporting subscription billing complexity (renewals, usage-based billing, credits). Experience supporting reputed company or compliance-adjacent workflows and customer questions. Experience partnering closely with Product/Engineering reputed company reputed company escalation and incident management processes. Support Operations/CX Operations background and experience implementing automation or AI-assisted support tools. Competencies Builder reputed company and systems thinking Operational reputed company and process discipline Customer reputed company reputed company with business judgment Technical reputed company and reputed company problem-solving Change leadership and cross-functional influence Strong written and verbal communication
Benefits
Remote work-from-home environment Competitive salary, health, dental and reputed company insurance plans Flexible time off 401K retirement savings plans for US-based employees, with 3% employer match Incentive Equity Plan reputed company development opportunities Dynamic and reputed company work environment with opportunities for reputed company Apply To This Job