Director of Customer Support

Athos Commerce

18h • Hybrid

About The Position

In this role, you will lead Athos Commerce’s global Customer Support function and establish a consistent standard of support excellence across regions. You will work closely with Engineering, Product, Customer Success, Professional Services, and Implementation to improve response and resolution times, strengthen technical support capabilities, and ensure escalations move smoothly across teams. You will own support service levels, processes, performance reporting, team development, and continuous improvement initiatives. You will play a key role in creating a scalable support organization that strengthens customer trust and satisfaction as Athos grows.

Requirements

• Leadership experience in customer support, technical support, or a similar function within a B2B SaaS company.
• Experience building, scaling, or improving global support operations.
• Demonstrated experience leading and developing customer or technical support teams.
• Experience establishing and managing SLAs, support queues, escalation processes, and performance standards.
• Strong technical aptitude with the ability to understand complex customer issues and develop technical capabilities within a team.
• Experience managing cross-functional escalations involving Engineering, Product, Customer Success, or Professional Services.
• Strong understanding of support KPIs and experience using data to improve team and operational performance.
• Practical understanding of AI-enabled support workflows and automation.
• Excellent customer communication, judgment, and leadership skills.

Nice To Haves

• Experience supporting ecommerce or commerce technology products is a plus.

Responsibilities

• Build and maintain a responsive, consistent global support operation.
• Establish service levels across support queues and create clear accountability for frontline support teams.
• Develop effective escalation processes that move customer issues quickly to the appropriate teams.
• Track and report support KPIs to the Senior Leadership Team, including response times, resolution times, escalations, and customer satisfaction.
• Partner with Engineering, Product, Customer Success, Professional Services, and Implementation to resolve complex customer issues.
• Increase the technical capability of the support team through coaching, training, and development.
• Develop playbooks, training materials, knowledge resources, and processes that improve support quality and consistency.
• Apply AI-assisted workflows to improve support speed and accuracy while maintaining appropriate human oversight and customer trust.
• Identify opportunities to improve support processes, tooling, and automation as the organization scales.
• Coordinate closely with Professional Services to ensure smooth implementation-to-support handoffs and a consistent post-launch customer experience.

Benefits

• Open PTO
• Company-paid health, dental, and vision insurance
• Medical and dependent care flexible spending accounts (FSA)
• Company-paid Short Term and Long Term Disability coverage
• Company-paid Life and AD&D coverage
• Voluntary benefits, including critical illness, accident insurance, legal services, and pet insurance
• 401(k) plan with employer match
• Flexible work environment. Work from one of our offices, hybrid, or remote.

What This Job Offers

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