Director, Product Support
Skills
- Proven senior leadership managing global support organizations
- Strong incident and escalation management skills
- Fluency with support tooling (Zendesk, Freshdesk, Salesforce) and ticketing workflows
- Data-driven mindset with experience defining and tracking KPIs (CSAT, SLA, response time)
- Excellent written and verbal communication with executive and customer-facing presence
- Experience improving processes, knowledge bases, and support automation
- Familiarity with enterprise SaaS and API-related technical support (preferred)
- Flexibility to support global teams and off-hours escalations
Responsibilities
- Define and execute a global, scalable support strategy across product lines and customer segments.
- Lead, mentor, and grow support managers and Level 1–3 specialists, setting goals and driving performance.
- Establish, monitor, and report key support metrics (CSAT, SLA compliance, response time, agent utilization).
- Serve as senior escalation lead for high-severity incidents and outages, coordinating communications and remediation.
- Engage directly with enterprise customers to gather feedback, advocate for improvements, and manage key accounts.
- Lead incident response and post-incident reviews with Product, Engineering, and Customer Success.
- Improve ticketing workflows, knowledge base, and tooling to increase efficiency and quality of support.
- Partner with Product and Engineering on escalations, feature feedback, and release readiness.
- Oversee support tools (e.g., Freshdesk, Zendesk, Salesforce) and knowledge management.
Education
- Bachelor's degree required
- Advanced degree (MBA, MS) preferred
- Relevant certifications (e.g., ITIL) preferred
Benefits
- Discretionary annual bonus
- Health insurance
- Retirement savings benefits
- Life insurance and disability benefits
- Parental leave
- Paid time off for sick leave and vacation
- Remote work
Average salary estimate
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