Director, Customer Support

Constant Contact • Waltham, MA

2d • Hybrid

About The Position

The Director of Customer Support leads global service delivery operations in a high-volume, multichannel support environment, with operational accountability for Tier 2 (T2) and Tier 3 (T3) Support. The role manages a diverse team across onshore, nearshore, and offshore resources in remote and onsite environments, and reports directly to the Sr. Director - Customer Support.

A critical focus is building the operational relationship with Engineering and Product teams to establish effective technical escalation paths and drive continuous product improvement. The Director leads advanced technical support, manages team performance against customer and operational benchmarks, handles sensitive and time-critical escalations, and collaborates on staffing and workforce planning. The role also develops people leaders and frontline teams, communicates organizational goals, and partners across Customer Success, Sales, IT, and HR.

Success is measured by technical resolution and customer satisfaction, product influence through support data and customer feedback, operational efficiency against SLAs and cost goals, and development of a capable technical support team with clear career progression paths.

Requirements

• At least 5 years of senior leadership experience in a high-volume, multichannel customer or technical support center.
• Proven experience operating in a SaaS environment and a deep understanding of small and medium-sized businesses (SMBs) and their operating verticals.
• Experience building collaborative partnerships with Engineering, Product, and IT to manage technical roadmaps and escalation processes.
• Ability to manage people leaders and high-performing technical support teams across multisite onshore, nearshore, and offshore environments.
• Strong written, verbal, and analytical skills.
• Demonstrated ability to problem-solve independently, take initiative, and focus on continuous quality improvement.
• Experience collaborating with and managing business process outsourcers (BPOs) or vendor delivery partners.

Responsibilities

• Lead T2 and T3 advanced technical support delivery and ensure teams can resolve complex inquiries efficiently.
• Serve as the primary liaison between Customer Support and Product and Engineering; use technical support data and escalation trends to influence product cycles, remediate bugs, and improve system health.
• Manage team performance against benchmarks including CSAT/NSAT, first contact resolution (FCR), handling times, and resolution rates.
• Act as the escalation point for sensitive, complex, and time-critical customer technical issues, supporting customer retention and rapid resolution.
• Partner with Workforce Management and Finance to review advanced-tier volume forecasts and align staffing plans with business objectives and service level agreements.
• Establish objectives, conduct performance evaluations, and coach people leaders and frontline teams.
• Partner with Learning and Enablement to develop programs that build advanced technical skills and leadership capabilities.
• Communicate department and company goals throughout T2/T3 teams and foster purpose and cross-functional alignment.
• Collaborate with Customer Success, Sales, IT, and HR on corporate initiatives.
• Reduce backlog depth and engineering cycle time for customer-reported issues while improving T2/T3 resolution rates.
• Use support data and customer feedback to influence product development and systematically reduce product friction.
• Align advanced technical team capacity with changing volumes and corporate cost-per-interaction goals.
• Develop an engaged, retention-focused technical support organization and distinct career progression paths.

Benefits

• Health and welfare benefits
• Paid leave
• Generous paid time off policy
• Competitive benefits package supporting the health and well-being of employees and their families
• Career growth, learning, coaching, stretch assignments, and professional development opportunities
• Hybrid work model combining remote work with access to office locations

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed