Director, Customer Support

Tekmetric•Houston, TX

7d•Hybrid

About The Position

As the Director, Customer Support, you will own the Customer Support function end-to-end, ensuring exceptional customer experiences while building a scalable, high-performing support organization that supports company growth. You will define the long-term support strategy, lead and develop leaders, and partner cross-functionally to drive customer satisfaction, retention, and operational excellence. You will balance world-class customer experience with efficiency, leveraging data, technology, and AI-driven solutions to continuously improve outcomes for customers and the business.

Requirements

A proven, empathetic, and strategic leader with strong executive presence and the ability to inspire, develop, and retain high-performing teams.
8 - 10+ years of experience in Customer Support or Customer Experience leadership, including leading managers and scaling support organizations in a SaaS environment.
Deep expertise in customer support operations, processes, systems, and infrastructure.
Strong business and financial acumen, with experience owning budgets and forecasting headcount
Demonstrated success leveraging AI, automation, and support technologies to improve efficiency, scalability, and customer satisfaction.
Proven ability to analyze data, identify trends, and translate insights into measurable business impact.
Experience recruiting, developing, and promoting world-class talent, with a focus on leadership development and succession planning.
Comfortable operating in a fast-paced, high-growth environment with constant innovation and evolving priorities.
This is a hybrid work model; must be local to the Houston, Tx area

Responsibilities

Own the overall Customer Support strategy, operating model, and roadmap, aligned to company objectives, product direction, and customer growth.
Lead and scale a multi-layered Customer Support organization, including hiring, developing, and managing managers and future leaders.
Establish and maintain best-in-class SLAs across all support channels (phone, chat, email), ensuring consistent, high-quality customer experiences.
Define and track KPIs tied to customer satisfaction and business outcomes, including response times, CSAT, NPS, and renewal rates.
Own Customer Support budgeting, headcount planning, and resource allocation while driving operational efficiency and scalability.
Design and implement scalable support processes, tooling, and automation (including AI) to resolve issues faster, improve quality, and support growth without compromising customer experience.
Lead change management initiatives related to support operations, new product launches, and evolving customer needs.
Regularly communicate support performance, customer insights, and strategic initiatives to executive leadership.

Benefits

Enjoy the flexibility of remote work
Competitive base salaries that reflect your value.
Generous Paid Time Off, because we know you do your best work when you're well-rested.
Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.
401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
Keep growing with support for continuing education - we’re invested in your development.
Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!