Director, Customer Support

Constant Contact • Waltham, MA

2d • $137,280 - $171,600 • Hybrid

About The Position

The Director of Customer Support leads global service delivery operations in a high-volume, multi-channel 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 central focus is building the operational partnership with Engineering and Product to strengthen technical escalation paths and drive continuous product improvement.

The Director leads advanced technical support, performance management, escalation governance, workforce and staffing coordination, and talent development. The role uses support data and customer feedback to inform product development and improve software quality, while aligning team capacity with service levels and business goals. Success is measured by technical resolution and customer satisfaction, product influence, operational efficiency, and development and retention of technical talent.

Requirements

• At least 5 years of senior leadership experience in a high-volume, multi-channel customer or technical support center.
• Demonstrated experience operating in a SaaS environment and understanding small and medium-sized businesses (SMBs) and their operating verticals.
• Experience building collaborative relationships with Engineering, Product, and IT to manage technical roadmaps and escalation processes.
• Experience managing people leaders and high-performing technical support teams across multi-site onshore, nearshore, and offshore environments.
• Strong written, verbal, and analytical skills, with the 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 Tier 2 and Tier 3 technical support delivery, ensuring teams can resolve complex inquiries efficiently.
• Build and manage the partnership between Customer Support and Product and Engineering; use support data and escalation trends to influence product cycles, drive bug remediation, and improve system health.
• Manage team performance against customer satisfaction (CSAT/NSAT), first contact resolution (FCR), handling-time, resolution-rate, and other benchmarks.
• Act as the definitive escalation point for sensitive, complex, and time-critical customer technical issues, supporting customer retention and timely resolution.
• Partner with Workforce Management and Finance to review advanced-tier volume forecasts and align staffing plans with business objectives and service-level agreements.
• Set 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 the T2/T3 teams and work cross-functionally with Customer Success, Sales, IT, and HR.
• Reduce support backlog and engineering cycle time for customer-reported issues, meet SLAs, align capacity with volume fluctuations, and support cost-per-interaction goals.
• Develop a capable, engaged technical support organization with clear career progression paths.

Benefits

• Health and welfare benefits
• Paid leave
• Paid time off
• Competitive benefits package supporting employee and family health and well-being
• Career growth, coaching, and professional development opportunities

What This Job Offers

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