Director of Customer Support

AssetWatch, Inc.

20h•$146,000 - $183,000•Remote

About The Position

AssetWatch is seeking a Director of Customer Support to build, scale, and lead its support organization for manufacturing customers. The role delivers fast, technically excellent support for hardware and condition-monitoring products, with support outcomes directly affecting customer uptime. The Director will lead 20 or more support managers, team leads, and engineers across time zones, and guide a reorganization into Tier 1 (inbound queue and live calls) and Tier 2 (deeper, project-managed work, including resolution of chronic hardware issues). The Director owns support strategy, operational performance, quality, customer effort, and hardware-related outcomes. The role includes setting goals and performance frameworks, planning staffing and coverage, developing support leaders, handling severe escalations, and improving processes and knowledge resources. The Director will also evolve the support technology stack, integrate AI tools into support workflows, and use frontline insights to inform Product and Engineering reliability priorities. This leader partners across Customer Success, Sales, Product, Engineering, and Operations; presents support health metrics to executives; and leads support strategy for Mexico and Latin America, including localized language support and follow-the-sun coverage. AssetWatch is remote-first, with a distributed team in the United States and Ontario, Canada. Collaboration during core working hours is required.

Requirements

8 or more years of experience in customer or technical support, including B2B SaaS or hardware-enabled SaaS.
4 or more years of director-level leadership experience managing 15 or more people across multiple supervisory levels.
2 or more years of direct accountability for SLA, CSAT, or quality metrics.
A proven track record of building high-performing support organizations, recruiting and developing leaders, and creating accountability.
Measurable gains in CSAT, SLA compliance, resolution time, and first contact resolution.
2 or more years leading remote, shift-based, or follow-the-sun teams.
Comfort with diagnostics, data analytics, and AI in support workflows.
A strong background in structured operations and reliably managing incoming work.
Experience building new structures while maintaining stable operations.
Executive presence with C-suite audiences, particularly during severe incidents.
Ability to turn metrics into operational decisions and improve processes under pressure.
Ability to develop talent and create advancement paths.
Ability to influence Product, Engineering, and Customer Success without direct authority.
High ethical standards and a results-oriented approach.

Nice To Haves

3 or more years in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar technical B2B sectors.
Mexico or Latin America experience.
Hardware or technical background, including the ability to translate field data into technical discussions with engineering.
Proactive support or implementation experience.
Understanding of manufacturing operations, IoT sensors, and asset-intensive industries.
Understanding of incident management and hardware or software troubleshooting in connected devices.

Responsibilities

Lead the reorganization and ongoing operation of Tier 1 and Tier 2 support teams.
Set performance standards and hold teams accountable through quality reviews and coaching.
Build performance metrics and frameworks for individuals and teams; co-own annual operating and headcount planning.
Set annual and quarterly support goals, cascade them into team and individual objectives, and review progress with the executive team each quarter.
Define and update the support operating model, including span of control, shift coverage, and staffing levels as volume and product lines grow.
Run a leadership development program for Team Leads and Managers covering coaching, decision-making, and cross-functional communication.
Own support quality and customer effort, and reduce repeat contacts and ticket volume per device or account.
Lead Sev 1 and strategic-account escalations and conduct executive incident reviews.
Monitor at-risk tickets, outages, and field hardware or sensor failures, acting on early warnings before customers escalate.
Lead root-cause investigations into recurring hardware issues with hardware, engineering, and field teams.
Design support processes, playbooks, and SOPs; maintain the knowledge base and ramp new hires to full productivity within 30 days.
Evolve the support technology stack, including ticketing, knowledge base, and remote diagnostics, and integrate it with Customer Success, Sales, and Product systems in line with the product roadmap.
Lead AI integration, championing triage, diagnostics, self-service, and agent-assist tools, with targets of 100% tool adoption and a 20% or greater agent productivity gain within 18 months.
Act as the primary liaison between Support and Product and Engineering, translating frontline insights and recurring issues into reliability roadmap priorities.
Present quarterly support health metrics to executives and provide monthly ticket trend data with recommended actions.
Partner with Customer Success, Sales, Product, Engineering, and Operations on handoffs and at-risk account signals.
Lead support strategy for Mexico and Latin America, including localized language support and follow-the-sun coverage, while maintaining compliance with local labor and data privacy rules.