Director, Customer Solutions Support
About The Position
The Director of Customer Solutions Support plays a critical leadership role in delivering on that mission by ensuring our customers receive exceptional support for the technology solutions that power their operations. This position sits at the intersection of customer experience, product innovation, and efficient operations, leading the strategy, performance, and continuous evolution of the support organization. Beyond running day-to-day operations, the Director serves as a key partner to help shape customer outcomes, influence product quality, and drive business success. This is a unique opportunity for a leader who is passionate about building successful support organizations, developing high-performing teams, and using technology to create scalable, customer-centric solutions. The role offers significant visibility across the business and the ability to influence pivotal initiatives while leading a function that directly impacts customer satisfaction, product adoption, and long-term customer loyalty. For candidates seeking an opportunity to make a substantial impact withing a global organization, this role offers the chance to help define the future of support while contributing to an industry leader committed to innovation, responsible business practices, and the power of play.
Requirements
- 8+ years of dynamic experience in customer support, technical support, or service delivery leadership.
- 5+ years of experience leading managers and multi-level support organizations in enterprise software, SaaS, technology, or other complex technical environments.
- Experience managing executive customer relationships and high-impact partner concerns.
- Demonstrated ability to build, coach, and develop high-performing teams.
- Strong analytical and problem-solving skills with the ability to use data to drive decisions and improvements.
- Experience collaborating effectively across Product, Engineering, Customer Success, Sales, and Implementation organizations.
- Knowledge of support technologies and CRM platforms such as Salesforce Service Cloud or similar systems.
- Excellent communication, presentation, and collaborator management skills.
- Ability to balance long-term planning with day-to-day operations in a fast-paced environment.
Nice To Haves
- Experience supporting critical enterprise applications.
- Experience with release readiness, operational readiness, and deployment governance processes.
- Experience leading organizational transformation, supporting modernization, or SaaS transition initiatives.
- Experience implementing AI, automation, and self-service support capabilities.
Responsibilities
- Lead and develop a high-performing technical support organization responsible for delivering exceptional customer experiences and operational excellence.
- Establish and implement the support strategy, goals, and roadmap aligned with company objectives.
- Lead all aspects of daily support operations, ensuring timely resolution of customer issues and achievement of service level commitments.
- Manage support performance through important measures, including customer happiness, response times, resolution times, backlog health, and handling of critical issues.
- Serve as the executive point of contact for critical customer concerns and major service-impacting events.
- Partner closely with Product, Technology, Customer Success, Training, and Implementation teams to improve product quality, customer adoption, and service delivery.
- Drive root cause analysis and corrective actions for recurring customer issues.
- Participate in release readiness and deployment planning activities to ensure operational preparedness for new products and enhancements.
- Develop and maintain support processes, policies, knowledge management practices, and quality standards.
- Identify and implement opportunities for automation, self-service, AI enablement, and operational efficiency.
- Manage staffing, workforce planning, budgeting, and resource allocation to support business growth.
- Provide regular executive reporting on support performance, customer trends, risks, and improvement initiatives.
- Build a culture of accountability, critical, continuous improvement, collaboration, and customer advocacy.
Benefits
- health, dental, and vision insurance
- paid time off
- 401(k) plan with employer matching
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
