Director of Software Support

Foundation Software•Strongsville, OH

About The Position

Foundation Software is seeking a Director of Software Support to lead the strategy, performance, and continued evolution of its Software Support organization. This highly visible leadership role oversees teams supporting the company’s SaaS-based accounting and payroll solutions, with a focus on delivering an exceptional customer experience at scale. The Director builds and develops high-performing teams, establishes strategies to improve case resolution and operational efficiency, and uses data and customer insights to drive continuous improvement. Working closely with leaders across the organization, the Director helps shape the future of Software Support while ensuring customers receive responsive, knowledgeable, and effective service. The ideal candidate combines strategic thinking with operational execution and has demonstrated success developing leaders, scaling support operations, and turning customer and performance data into meaningful improvements.

Requirements

At least 8 years of experience in customer support or customer operations.
At least 3–5 years of experience in leadership roles.
Proven ability to build and scale high-performing, multi-tier support teams.
Experience managing KPIs such as CSAT, SLA, and FCR.
Experience implementing and optimizing support platforms such as Salesforce Service Cloud and Genesys Salesforce Softphone.
Expertise in process design, workflow optimization, and escalation management.
Data-driven approach with advanced reporting, forecasting, and workforce planning experience.
Strong cross-functional collaboration with Product, Development, Implementation, Education, and Customer Success teams.
Background in SaaS or technology environments, including troubleshooting experience.
Demonstrated ability to drive continuous improvement, automation, and self-service initiatives.
Excellent leadership, communication, and problem-solving skills with customers and coworkers.
Ability to logically resolve problems that arise during daily duties and suggest resolutions.
Working knowledge of Microsoft Office and Windows-based applications.
Ability to demonstrate sound judgment in crisis situations.
Valid driver's license and a driving record acceptable to the company's insurance carrier.

Responsibilities

Lead, mentor, and develop the Software Support organization, including Managers, Supervisors, and Support Representatives.
Set performance objectives, KPIs, and departmental goals, and ensure consistent tracking, accountability, and execution.
Represent the voice of the customer across the organization and ensure customer feedback informs product development and service enhancements.
Partner with Product, Engineering, Operations, and other department leaders to improve processes, streamline communication, and accelerate issue resolution.
Support resolution of complex or escalated client issues in a timely and comprehensive manner.
Oversee attendance, performance management, and HR-related matters for the Support organization.
Ensure product defects and enhancement requests are accurately documented and communicated to Analyst Role/Development through established processes and systems.
Maintain expertise in product functionality, new modules, and relevant industry trends to guide team performance and strategic direction.
Oversee accurate tracking and documentation of customer interactions within phone systems, ensuring compliance with SOPs and quality standards.
Communicate high-impact escalations and operational risks to senior leadership with recommendations and action plans.
Improve the Support team’s training and professional development programs.
Review customer satisfaction surveys, call recordings, and quality metrics to identify coaching opportunities and systemic improvements.
Develop, implement, and refine customer satisfaction metrics and service-level standards.
Manage at-risk customer accounts with cross-functional stakeholders to protect retention and revenue.
Lead strategic initiatives and special projects that improve operational effectiveness and customer experience.
Ensure departmental activities are conducted professionally and with a responsive, collaborative, customer-centric mindset.