Director of Support

A company is looking for a Director of Support who will focus on rebuilding and enhancing the support structure for long-term success.

Key Responsibilities

Review and redesign the current Support structure, case flow, and metrics

Manage Tier 1 and Tier 2 teams, focusing on ownership, speed, and quality

Launch automation and AI projects to improve efficiency and customer interactions

Required Qualifications

7+ years in technical or customer support, with at least 3 years in a leadership role

Experience with Salesforce ISV, consulting partners, or integration apps

Proven ability to rebuild or redesign support processes and systems

Familiarity with AI or automation tools

Curious and proactive mindset with a builder's mentality