Director of Customer Support

Videndum•Cary, NC

2d•Hybrid

About The Position

Videndum is seeking an experienced Director of Customer Support to lead the global technical support experience across Videndum brands, including SmallHD, Teradek, and Wooden Camera. This is a hands-on leadership role responsible for setting the standards for how customers receive technical support, developing and leading a high-performing global team, and ensuring consistent service quality across regions and brands. Success in this role means customers receive accurate technical help quickly, complex issues are escalated effectively, recurring problems are addressed at the root cause, and support performance consistently meets a high global standard.

Requirements

Strong hands-on understanding of technical hardware support.
Ability to engage credibly and effectively with both engineers and customers.
Proven experience establishing and maintaining customer support service standards across a distributed organization.
Demonstrated ability to lead technical support operations across multiple teams, time zones, or countries.
Strong people-leadership and coaching skills, including experience developing other managers.
Ability to build accountability while maintaining a positive and customer-focused team culture.
Strong analytical skills and ability to use data to identify problems, trends, and opportunities.
Strategic mindset combined with the ability to translate business objectives into practical operational execution.
Strong understanding of customer escalation management and technical problem-solving processes.
Ability to balance customer experience, team productivity, operational efficiency, and cost.
Strong written and verbal communication skills.
Ability to influence and collaborate effectively across technical and commercial teams.
Strong organizational and prioritization skills.
Ability to manage multiple priorities in a fast-paced, global environment.
Bachelor’s degree required.
Minimum of 8–10 years of experience in technical support or customer support.
Minimum of 5 years of experience in a leadership role.
Demonstrated experience managing and developing teams, including other managers.
Experience supporting distributed or global teams across multiple time zones.

Nice To Haves

MBA preferred.
Experience in professional video, broadcast, cinema, pro-AV, or a comparable professional hardware category strongly preferred.
Experience with LEAN, Six Sigma, or other structured continuous-improvement methodologies.
Experience implementing: Standard work, Root-cause analysis, Waste reduction, Process optimization, Continuous-improvement programs.
Experience leading customer support operations for technically complex hardware products.
Experience supporting professional customers who depend on equipment in time-sensitive or mission-critical environments.
Familiarity with SmallHD, Teradek, Wooden Camera, or related professional media technologies.

Responsibilities

Lead and develop the global technical support organization across multiple brands, regions, and time zones.
Establish clear support structures, escalation paths, staffing models, and coverage expectations.
Recruit, develop, coach, and retain high-performing technical support leaders and team members.
Build a culture of accountability, coaching, technical excellence, and customer-first problem solving.
Ensure support teams maintain consistent standards regardless of location, brand, or customer segment.
Stay close enough to day-to-day support activity to understand customer pain points, operational challenges, and opportunities for improvement.
Define and maintain support-level targets for response time, resolution time, escalation quality, and overall customer experience.
Hold teams accountable to service expectations without compromising the quality or technical accuracy of the support provided.
Establish consistent processes and standards for handling technical issues, customer escalations, and complex product problems.
Ensure customers receive clear, accurate, and timely communication throughout the support process.
Partner with internal teams to improve the overall post-sale customer experience across Videndum brands.
Establish and maintain standard work across customer support processes.
Drive continuous improvement across support operations, workflows, tools, and team practices.
Use structured root-cause analysis to identify and address recurring customer and product issues.
Partner with Product and Engineering teams to communicate field trends, recurring failures, and customer feedback.
Identify opportunities to reduce unnecessary work, improve productivity, and streamline support processes.
Help ensure lessons learned from customer issues are translated into product, process, and documentation improvements.
Establish, track, and report key customer support metrics, including: Customer satisfaction, First-contact resolution, Initial response time, Resolution time, Escalation quality, Support backlog, Team productivity and capacity.
Use data and trends to identify performance gaps and prioritize operational improvements and investments.
Develop regular reporting that provides leadership with clear visibility into customer support performance.
Translate customer support metrics into actionable business recommendations.
Plan staffing and capacity based on support demand across brands, regions, and time zones.
Balance customer coverage, productivity, service quality, and cost when making staffing decisions.
Manage scheduling and resource allocation to maintain effective customer support coverage.
Oversee timekeeping and labor-compliance requirements for supervised teams in accordance with company policies and applicable laws.
Establish clear expectations for attendance, conduct, accountability, productivity, and performance.
Coach and develop managers and individual contributors across varying levels of experience.
Partner closely with Engineering, Product, Operations, Sales, and other business functions to improve customer outcomes.
Serve as the voice of the customer by identifying common technical issues and communicating trends to Product and Engineering teams.
Develop effective escalation processes for complex or high-impact technical issues.
Work with Engineering and Product teams to ensure technical support teams have the information and tools needed to successfully support new products.
Provide practical customer-support input into product development, launches, and lifecycle decisions.
Collaborate with business leaders to align customer support priorities with broader organizational goals.