Director of Customer Support
Skills
- Customer support operations leadership in technical SaaS environments.
- Experience with AI tools to enhance support team performance.
- Strong proficiency with Zendesk or similar support platforms.
- Process automation and continuous improvement expertise.
- Analytics and reporting for performance measurement.
- Cross-functional collaboration and stakeholder management.
- Ability to manage high-pressure situations effectively.
Responsibilities
- Lead and evolve SpyCloud’s 24x7 global customer support teams.
- Build and manage a high-performing team fostering accountability and learning.
- Define and monitor KPIs to measure team effectiveness and SLA adherence.
- Manage AI-based tools and optimize support platform configuration (e.g., Zendesk).
- Oversee technical escalation management and collaborate with Engineering/Product teams.
- Drive automation, knowledge management, and process improvements.
- Partner cross-functionally with Customer Success, Product, Engineering, Sales, and Marketing.
- Ensure a strong customer advocacy culture and improve CSAT and resolution times.
- Hire, mentor, and provide performance management for the support team.
- Deliver data-backed reporting to senior leadership and recommend strategic initiatives.
Education
- Bachelor's degree required.
- Preferably in a technical field such as Computer Science, Information Systems, or Business.
- Advanced certifications in technical support operations, ITIL, or customer experience are a plus.
Benefits
- 401(k) with Employer Contribution (U.S.)
- Health, Vision, and Dental Insurance (U.S.)
- Health Savings Account with Employer Contribution (U.S.)
- Employer Paid Life, Short-term, and Long-term Disability Insurance (U.S.)
- Generous PTO and multiple paid holidays (U.S. and U.K.)
- Retirement Savings Plan with Employer Contribution (U.K.)
- Employer Provided Private Health Insurance and Healthcare Cashplan (U.K.)
- Flexible and remote-friendly work options
- Competitive salary package
Average salary estimate
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Our mission is to make the internet a safer place by disrupting the criminal underground and growing cybercrime economy. Together with our customers and partners, we aim to end criminals’ ability to profit from stolen information.
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