Director of Customer Support

Second Front Systems

8d•$164,000 - $191,000

About The Position

Second Front Systems (2F) is seeking an experienced and mission-driven Director of Customer Support to lead and scale our customer support function in support of U.S. national security missions. As a key leader within the Customer organization, this role will set the strategy, standards, and operating model for how we deliver fast, reliable, and empathetic support to customers operating in high-stakes environments. At 2F, customer support is a critical extension of our mission. You will be responsible for building a high-performing support organization that partners closely with Product, Engineering, Sales, and Mission Success to ensure our customers can deploy and operate the Game Warden platform with confidence. This is an opportunity to shape a function from both a strategic and operational perspective while directly contributing to the success of government and defense customers. Note: This role requires U.S. citizenship due to government contract requirements. Additionally, candidates must reside in one of our approved hiring hubs: DC/Maryland/Virginia Raleigh/Durham/Chapel Hill, NC Denver/Colorado Springs, CO Dallas/Fort Worth, TX

Requirements

8+ years of experience in customer support, customer success, or a related function, with 5+ years in a people-leadership role.
Demonstrated ability to build and scale high-performing support teams in a technology or SaaS environment.
Strong customer empathy paired with sound judgment and the ability to resolve complex issues efficiently.
Excellent written and verbal communication skills, with the ability to translate technical concepts for diverse audiences.
Data-driven mindset with experience using metrics and analytics to improve support operations.
Proven ability to operate effectively in fast-paced, ambiguous environments.
Experience supporting on-call or incident response rotations.
Familiarity with support and engineering tools such as Jira, Git-based workflows, and reporting platforms.

Nice To Haves

Experience supporting defense, government, or national security customers.
Familiarity with compliance and security requirements in SaaS or cloud-based environments.
Exposure to DevSecOps principles and technologies.
Strong interest in matters of national security and public-sector missions.

Responsibilities

Develop and own the customer support strategy aligned with company goals, customer satisfaction, retention, and long-term engagement.
Build, mentor, and lead a team of customer support engineers, fostering a customer-first culture centered on empathy, accountability, and execution.
Establish and enforce high standards for clear, consistent, and professional customer communication.
Manage complex customer issues and escalations, partnering with Product and Engineering to resolve root causes and prevent recurrence.
Design, implement, and continuously improve support workflows to reduce response times and improve customer experience.
Define, track, and report on key performance indicators including response times, resolution rates, backlog health, and customer satisfaction.
Own workforce planning and resourcing to ensure adequate coverage, skill development, and on-call readiness as the customer base scales.
Evaluate, implement, and optimize customer support tools and systems to improve operational efficiency and visibility.
Partner cross-functionally with Product, Sales, Engineering, and Mission Success to proactively surface customer feedback and drive product and process improvements.
Analyze customer trends and recurring issues to advocate for platform enhancements and operational improvements.
Oversee technical support contributions during customer onboarding and deployments, ensuring timely, high-quality execution.
Coordinate support resources across multiple concurrent customer projects, balancing priorities and service commitments.