Director of Customer Support

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):

• Customer Satisfaction (CSAT) score.
• Net Promoter Score (NPS).
• First Response Time (FRT) and Average Resolution Time (ART).
• First-Contact Resolution (FCR) rate.
• SLA compliance rate.
• Team engagement and retention rates.