Job description

Director of Customer Support

Reports To: Chief Operations Officer

Location: Remote, based in US

Type: Full-Time

Role Summary: We are seeking an experienced Director of Customer Support to lead and manage our Level 1 and Level 2 support teams, ensuring world-class service delivery to our customers. This role will be responsible for building and scaling a customer support team that focuses on efficiently resolving customer inquiries, achieving high satisfaction rates, and improving support processes. The ideal candidate will bring a combination of strategic leadership, operational expertise, and a passion for driving exceptional customer experiences.

Key Responsibilities:

Leadership and Team Management:

Lead, mentor, and develop the Level 1 and Level 2 customer support teams, ensuring alignment with company objectives and key performance metrics.
Build a collaborative, customer-focused culture within the support team that emphasizes accountability and continuous improvement.
Set clear performance expectations, provide ongoing coaching, and conduct regular performance reviews for team members.
Collaborate with HR to recruit, onboard, and retain top talent to meet the needs of a growing support organization.

Operational Excellence:

Own and manage day-to-day operations of Level 1 and Level 2 support teams, ensuring customer inquiries are handled promptly and effectively.
Monitor ticket queues, workloads, and resource allocation to ensure timely responses and resolution of customer issues within SLA targets.
Develop and refine workflows, escalation protocols, and troubleshooting guides to improve team efficiency and customer outcomes.
Drive operational efficiency by implementing automation and self-service tools, reducing repetitive tasks for the support team.

Customer Experience:

Maintain high customer satisfaction (CSAT) and Net Promoter Score (NPS) by ensuring effective issue resolution and proactive communication.
Partner with Technical Support and Product teams to escalate and resolve recurring or high-impact customer issues.
Leverage data and insights to identify trends in customer inquiries, suggesting improvements to product features or documentation.
Drive and lead customer support escalation calls and coordinate with Account Manager and Sales Executives to deliver customer-focused support.

Strategy and Reporting:

Develop and execute a strategic roadmap for the Level 1 and Level 2 support organization, aligned with overall business goals.
Define and track key performance indicators (KPIs) such as response times, resolution times, first-call resolution rates, and customer satisfaction scores.
Provide regular reports and updates to senior leadership, highlighting team performance, key challenges, and areas for improvement.
Collaborate with cross-functional teams (e.g., Product, Engineering, Sales) to advocate for customer needs and drive systemic improvements.

Skills Required:

Proven leadership in customer support management, preferably in SaaS or technical support environments.
Experience with Salesforce and knowledge base management tools.
Strong collaboration skills with cross-functional teams.
Analytical mindset with a focus on metrics and continuous improvement.
Excellent communication and conflict resolution skills.

Preferred Qualifications:

Experience in a SaaS or technology-driven company.
Experience in Mortgage, Title, or Valuation industries a plus.
Familiarity with ITIL processes and certifications (optional).
Knowledge of Salesforce CRM and support systems integrations.
Bachelor’s degree in business, Communications, or a related field (preferred but not required).

Key Performance Metrics (KPIs):