Director of Customer Support

Chatham Financial • Kennett Square, PA

100d

About The Position

We don't simply hire employees. We invest in them. When you work at Chatham, we empower you — offering professional development opportunities to help you grow in your career, no matter if you've been here for five months or 15 years. Chatham has worked hard to create a distinct work environment that values people, teamwork, integrity, and client service. You will have immediate opportunities to partner with talented subject matter experts, work on complex projects, and contribute to the value Chatham delivers every day. We are seeking a Director of Customer Support to establish and lead a dedicated Customer Support function within our Product organization. This leader will design, build, and scale a global support team focused on front-line, product-specific inquiries and troubleshooting, distinct from domain-specific support and relationship management. This team will serve as the initial point of contact for product issues, with a clear framework for escalating more complex needs to the appropriate specialists. The Director will be responsible for defining our front-line support operating model in partnership with relevant client-facing teams.

Requirements

• 10+ years of experience in customer support, with at least 5 years in a leadership role building and scaling global teams
• Proven success standing up support functions in a B2B SaaS or enterprise product environment
• Expertise in customer support operations, including ticketing systems, workflow automation, and analytics
• Strong operational mindset with the ability to balance strategic leadership and hands-on execution
• Experience collaborating closely with Product, Engineering, and Customer Success to influence roadmap and improve client experience
• Data-driven approach to measuring performance, identifying gaps, staffing, and delivering continuous improvement
• Exceptional communication and change management skills to inspire confidence with clients, executives, and team members alike
• The ability to be successful in a complicated, highly collaborative enterprise is necessary, especially in those with operational complexity, and diverse customer needs

Responsibilities

• Build and lead a new Customer Support organization focused on rapid resolution of product-related questions and issues
• Define and own the global support strategy, including staffing, coverage, and escalation processes across regions, ensuring smooth hand-offs of more complex, higher-level issues to specialized teams
• Optimize and manage the ticketing system and related support infrastructure, ensuring efficient routing, triage, reporting, and resolution
• Develop and maintain playbooks, SLAs, and KPIs to drive responsiveness at scale
• Collaborate with commercial and client-facing teams on escalation processes and resolution framework
• Partner with Product, Engineering, Customer Success and UX teams to close the loop on feedback, improve product usability, and ensure client issues inform the product development lifecycle
• Establish clear metrics and reporting to measure team effectiveness and client satisfaction, providing regular visibility to executives
• Build training and enablement programs to ensure the team can address common client questions with confidence and accuracy
• Foster a culture of empathy, accountability, and collaboration, ensuring the team delivers a world-class support experience

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services