Director of Customer Support Jobs

Senior Director, Customer Support

As the Senior Director of Customer Support, you will play a critical role leadin...

Location

United States , Austin

Salary:

Not provided

EdTech Jobs

Expiration Date

Until further notice

Requirements

Bachelor's degree in Business Administration, IT, Computer Science or related field
15+ years of Support including 10+ years of Leadership in high-growth, fast pace SaaS Companies
Strong leadership and management skills
Excellent communication and interpersonal skills
Analytical mindset
Demonstrated strategic thinking and problem-solving abilities
Experience with customer support technologies and tools (e.g., Chat, zoom, salesforce, AI, ticketing platforms) preferred
Willingness to travel occasionally
Flexibility to work non-standard hours as needed to support global and nationwide customers and team members in different time zones

Job Responsibility

Develop and execute the overall customer support strategy
Drive initiatives to enhance customer satisfaction, retention, and loyalty
Collaborate with cross-functional teams to integrate customer feedback into product development
Lead, mentor, and inspire a team of customer support managers and representatives
Set clear objectives, provide regular feedback, and facilitate professional growth
Foster a culture of accountability, collaboration, and continuous improvement
Build Offshore & Seasonal Contractor Bench
Develop and optimize support processes and workflows
Beat key performance indicators (KPIs) and metrics
Analyze data and trends to identify areas for improvement

Fulltime

Senior Director of Support

Lead and scale global customer support organization at PagerDuty, developing vis...

Location

United States , San Francisco

Salary:

164000.00 - 276000.00 USD / Year

PagerDuty

Expiration Date

Until further notice

Requirements

10+ years of experience in customer support or customer success
At least 5 years in a senior leadership role
Experience with AI/automation in support - prefer AgentForce
Proven track record of building and scaling global support teams in a SaaS or technology environment
Strong analytical skills and experience with support metrics, reporting, and tools (e.g., Zendesk, Salesforce, etc.)
Excellent communication, leadership, and people management skills
Experience driving cross-functional initiatives and influencing at all levels of the organization
Passion for customer experience and a deep understanding of customer support best practices
Bachelor's degree required
advanced degree preferred

Job Responsibility

Develop and execute the global support strategy aligned with company goals and customer needs
Lead change management initiatives with emphasis on leveraging AI and automation
Lead, mentor, and grow a high-performing team of support managers and professionals across multiple regions and time zones
Drive operational excellence through process optimization, technology adoption, and data-driven decision making
Define and track key performance indicators (KPIs) to measure team performance, customer satisfaction (CSAT), and operational efficiency
Partner with Product, Engineering, Sales, and Customer Success to ensure seamless customer journey
Oversee support channels (email, chat, phone, self-service, etc.) and ensure consistent service delivery
Champion the voice of the customer internally
Manage support budgets, headcount planning, and vendor relationships
Ensure compliance with relevant regulations and standards (FedRAMP, GDPR, SOC2)

What we offer

Comprehensive benefits package from day one
Flexible work arrangements
Company equity
ESPP (Employee Stock Purchase Program)
Retirement or pension plan
Generous paid vacation time
Paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty
Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent
Paid volunteer time off: 20 hours per year

Fulltime

Director, Customer Experience

We’re seeking a Director, Customer Experience to lead the transformation of our ...

Location

Canada

Salary:

Not provided

FARBER

Expiration Date

Until further notice

Requirements

10+ years of progressive experience in customer experience, including at least 5 years in leadership
Proven success driving digital modernization and CX transformation initiatives
Expertise in leveraging data, technology, and design thinking to improve the customer journey
Proven leadership skills in the ability to recruit, mentor, motivate, coach and develop employees
Strategic thinker, with a curious and creative mindset that values constant and ongoing learning
Effective communication with stakeholders across all levels, with the ability to simplify the complex, and bring data insights to life
A data-backed and results-driven mindset, adept at analyzing results, finding insights, and creating action plans to deliver ongoing improvements
Deep knowledge of customer/user research, segmentation, and behavioral analytics
Excellent project management skills with the ability to juggle multiple projects, manage through ambiguity effectively, fostering teamwork, open communication and improving collaboration
Exceptional eye for detail and great problem solving and decision-making skills

Job Responsibility

First and foremost, hire, lead, coach, and motivate a growing group of passionate, curious, and experienced team members, contractors, and vendor partners
Develop and execute a holistic customer experience strategy that aligns with digital transformation and business objectives
Lead a multidisciplinary CX team and partner with various teams and stakeholders across the organization to design seamless, omnichannel customer experiences
Collaborate with Sales, Client Marketing, Back Office, Customer Support, and Central Operations teams to embed CX principles into product development and service delivery
Modernize digital channels — including but not limited to web, app, mobile, and self-service — through customer journey mapping, UX optimization, and technology integration to drive adoption and enhance convenience, personalization, and engagement
Build and operationalize frameworks to gather and analyze customer insights through surveys, interviews, analytics, and voice-of-customer programs to identify friction points and opportunities for improvement
Serve as the voice of the customer in strategic planning, advocating for experience-driven design and continuous improvement
Measure and report on the business impact of CX initiatives, tying customer satisfaction to funnel performance and business ROI
Create and maintain customer journey maps, personas, and service blueprints to identify friction points and opportunities for improvement
Lead CX/UX design initiatives, including wireframes, prototypes, and usability testing to enhance user experience

Fulltime

Director of Customer Experience

Location

United States , San Francisco; New York; Portland

Salary:

212600.00 - 295300.00 USD / Year

Mercury

Expiration Date

Until further notice

Requirements

Extensive experience leading and scaling large CX organizations in fast-growing, operationally complex environments (e.g., banking, fintech, loans, or financial software)
Track record of building CX organizations efficiently and effectively at scale, including 24/7 coverage, full-time teams, BPOs, and automation
Demonstrated success deploying AI and automation to enhance support operations, increase agent enablement, and improve efficiency
Strong financial and operational acumen, with the ability to put together scaling models in partnership with Finance
Experience leading a function that spans multiple product lines and customer types, ideally with some exposure to broader CX domains such as Risk, Sales, or Operations
Strong people leader, passionate about leading an experienced leadership team and growing managers
Passionate about rallying and leading teams through periods of change with clarity, transparency, and empathy
Excel at proactively influencing up and across the organization, building alignment and driving shared goals with product, revenue, risk, marketing, and executive teams
Confident building and executing against a data-driven foundation for CX, with proven ability to tell compelling stories through both numbers and narrative
Excellent communication and cultural leadership skills, and ideally, a good sense of humor

Job Responsibility

Build a world-class customer experience: Champion a customer-obsessed culture, by setting a clear vision for the team, owning key prioritization decisions, skillfully weighing tradeoffs to design experiences that delight across every interaction and channel
Operational Excellence: Lead a global CX organization of 100+ employees, solving over 30,000 tickets per month across four support channels. Use best-in-class tooling (Zendesk, Assembled, and more) to deliver seamless experiences and drive efficiency across complex product lines
Strategy & Data: Position CX as a strategic pillar by building a metrics-driven foundation that informs decisions, measures impact, and enables compelling storytelling through data
Talent & People Development: Lead and inspire an experienced leadership team while scaling a global organization to support growth from hundreds of thousands of customers today to millions in the future
Broad CX Leadership: Lead and support all areas of Customer Support, from frontline teams to specialized functions like training, QA, workforce management, and more
AI & Automation Vision: Build upon the automation roadmap (self-serve, deflection, agent assist) with new and innovative ways to leverage AI to provide amazing experiences with efficiency at scale
Org Scaling & Structure: Design and execute a global scaling strategy that leverages a mix of full-time employees, BPO partners, and AI tools to deliver high-quality, 24/7 customer support
Voice of the Customer: Bring deep customer insights to the company, using data and compelling narratives to influence strategy and product direction
Cross-Functional Alignment: Drive programs in alignment with Product, Engineering, Risk/Compliance, Legal, Marketing, and Revenue, that increase activation, adoption, and retention
Business & Financial Leadership: Operate CX as a business within the business, managing the budget and delivering cost-effective, high-quality service that optimizes for customer value

What we offer

Equity
Benefits

Fulltime

Director, Customer Care Product Operations

We are seeking an experienced leader to execute the strategic direction of our C...

Location

United States , Mountain View

Salary:

216000.00 - 264000.00 USD / Year

EarnIn

Expiration Date

Until further notice

Requirements

Deep passion for customers and a strong belief in the power of care as a product differentiator
7+ years proven leadership experience, including managing cross-functional embedded teams and developing systems for scale and autonomy
Strong product and/or technical background preferred—ideally with a degree in Engineering, Computer Science, or related field and hands-on product development or technical experience
Experience with AI strategy, including tool selection, automation mapping, and agent-assist systems
Demonstrated ability to build and scale user research and feedback loops into product pipelines
Outstanding analytical and problem-solving skills
data-driven decision-making is a must
Expertise or capability in operations including knowledge of quality assurance, agent readiness, escalations
Track record of influencing and aligning with stakeholders across Product, Engineering, Marketing, and CX
Excellent communication and collaboration skills—especially in high-ambiguity environments

Job Responsibility

Own and drive the Care AI strategy to shift from human support to automated and AI-powered resolution
Define automation use cases, KPIs, and optimize adoption across all support channels
Partner and collaborate closely with Product & Engineering to align automation roadmap with technical feasibility and business goals
Lead Customer Care’s product integration strategy to embed CX into every product and operational decision
Manage 4–5 senior Care Specialists embedded in key product pods to ensure launch readiness, lifecycle comms, and research support
Act as the cross-functional glue between Care, Product, and Eng—aligning roadmaps, surfacing feedback, and driving issue resolution
Consolidate customer, agent, and system insights into a single narrative to inform continuous improvement
Build a scalable, company-wide user research program with EarnIn-specific guidelines to enable autonomous research
Define high-priority UR initiatives aligned to business goals that product operations will take on
Select and implement research tooling (e.g., Maze, Dovetail) to support execution at scale

What we offer

equity
benefits

Fulltime

Senior Director, Enterprise Customer Success

As the Regional Vice President, North America Customer Success, you will lead a ...

Location

Canada , Toronto

Salary:

192000.00 - 264000.00 CAD / Year

PagerDuty

Expiration Date

Until further notice

Requirements

Ability to communicate and effectively present (verbally/in writing) coaching plans, strategic plans for your business, problem solving and decision making situations
proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills
experience building plays and associated playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness
understand and can apply Customer Journey frameworks to CSM tasks and responsibilities
minimum of 10 years experience with a combination of working in a consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company
a four year degree or equivalent
demonstrated ability to manage customer accounts in conjunction with sales organizations
exceptional leader of high integrity, intellect, and character who can set a clear vision for the group and plan, hire, manage, and inspire teams to achieve extraordinary results consistently quarter over quarter.

Job Responsibility

Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services
serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth
uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises
lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management
build and sustain a team of high performing leaders who embody our values, establish trusted advisor relationships and focus on making every customer successful
key metrics for this role are: gross revenue retention, net revenue retention, executive engagement, adoption, professional services, support and PagerDuty University
drive customer retention and expansion by identifying opportunities for upselling, cross-selling, and building strong customer relationships
monitor key customer success metrics, identify trends, and use data to inform decision-making and improve processes
establish a rhythm of the business that is consistent and predictable in running the business activities and change the business projects

What we offer

Competitive salary
comprehensive benefits package from day one
flexible work arrangements
company equity
ESPP (Employee Stock Purchase Program)
retirement or pension plan
generous paid vacation time
paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent

Fulltime

Director of Customer Success, EMEA

We’re looking for a Director of Customer Success – EMEA to join our global team ...

Location

Israel , Tel Aviv

Salary:

Not provided

Cyera

Expiration Date

Until further notice

Requirements

5+ years of experience leading technical CS, TAM, or Professional Services teams, including experience managing multi-regional teams across EMEA
Served as a Head/Director of CS, or in a similar leadership role, within a B2B SaaS or cybersecurity organization
Strong technical support mindset, with the ability to guide teams through complex troubleshooting, root-cause analysis, and customer escalations
You are comfortable partnering directly with Support and Engineering to resolve critical issues, streamline escalation paths, and ensure a seamless, high-quality customer experience
Excel at building scalable processes, driving adoption, managing renewals, and leading change across complex environments
Thrive in a fast-paced, high-growth, and ambiguous startup environment, making decisions with clarity and confidence
Bring a strong technical orientation, with experience working alongside Product, Engineering, and Architecture teams
Fluent in Salesforce, BI tooling, customer analytics, and data-driven decision-making
A compelling communicator, capable of leading both executive-level business discussions and deep technical workshops
Willing and able to travel 25–50% to engage directly with customers and teams.

Job Responsibility

Lead and scale technical Customer Success teams across EMEA, shaping team structure, methodologies, and execution standards as Cyera expands globally
Develop and operationalize CS infrastructure—including customer journeys, playbooks, QBR frameworks, KPIs, and dashboards—to drive predictable outcomes and organizational alignment
ֿBuild and own a comprehensive renewals strategy covering process design, forecasting, workflows, timelines, and escalations to ensure timely renewals, reduced churn, and strong retention
Collaborate closely with CSEs, Account Managers, and cross-functional leaders to streamline renewals and remove operational friction
Act as a strategic partner to enterprise customers, deepening relationships, understanding business goals, identifying expansion opportunities, and driving measurable value throughout the lifecycle
Monitor customer health, usage patterns, adoption trends, and risk indicators
proactively address issues to prevent escalations and protect satisfaction
Lead cross-functional initiatives to resolve renewal challenges, enhance onboarding and training, optimize support processes, and improve operational efficiency across regions
Partner with Product, OCTO, Sales, SEs, Support, and Services to align priorities, influence roadmap decisions, and ensure seamless customer transitions
Oversee end-to-end CS operations, including onboarding, enablement, engagement, and documentation, implementing best practices and standard operating procedures

Fulltime

Director of Customer Care

The Director of Customer Care provides direct leadership to the Customer Care De...

Location

United States , North Kansas City

Salary:

Not provided

Helzberg Diamonds

Expiration Date

Until further notice

Requirements

Seven to ten years customer service or call center management
Must have a customer service orientation with strong communication skills
Strong Microsoft Office, Word, Excel, internet, and database application skills required, along with the ability to use report-writing tools
Conflict resolution, problem-solving, and decision-making skills required, along with the ability to remain calm and patient when working with customers during highly-charged interactions
Hybrid schedule with predictable onsite attendance required three or more days per week to perform essential functions involving interactive behaviors with co-workers and managers, operation or manipulation of equipment and/or materials located only on site, and direct interaction with internal and/or external customers

Job Responsibility

Provide strategic and tactical direction to Customer Care Department to ensure effective delivery of quality service to customers
Lead in the development and implementation of systems, applications and programs to maximize productivity and provide efficient resolutions to customers
Establish and implement standards, policies and procedures for the organization
Manage selected vendor partners that augment the department including contract negotiations, monthly/quarterly business reviews
Implement tools and metrics to measure effectiveness of the department and each individual
Develop and manage processes to ensure a quality and consistent customer experience across the group, including but not limited to, scripting, call listening/grading
Assume responsibility for additional projects or responsibilities as assigned to support the Customer Care Department
Accomplish department objectives by directing and monitoring work progress of direct report
Provide coaching and guidance to direct report
Set expectations, annual goals and provide required quarterly touch base meetings with all direct report

Director of Customer Support

Quinyx

Location:
Sweden, Stockholm

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
December 11, 2025

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Location:Sweden, Stockholm

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Contract Type:Not provided

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Job Posted:
December 11, 2025