Senior Director, Customer Support

SOCi

6h•$180,000 - $210,000•Remote

About The Position

SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an experienced Senior Director of Customer Support to lead and scale our global support organization. This role is responsible for overseeing a multi-tiered support model, including a BPO partner delivering Tier 1 support, an in-house Enterprise Support team, and a Tier 3 Technical Support organization. The ideal candidate brings strong operational leadership, deep experience managing outsourced support partnerships, and a passion for delivering exceptional customer experiences at scale.This role is accountable for operational performance, customer satisfaction, and continuous improvement of support systems and processes. SOCi expects to pay a base salary in the range of $180,000 - $210,000 USD base plus bonuses. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training. Who We Are SOCi is redefining how multi-location enterprises achieve local and AI search visibility with the world’s first agentic workforce. Built specifically for distributed brands, SOCi’s brand-trained agents are guided by a unified visibility engine that autonomously executes and optimizes local marketing work across AI search, GEO ecosystems, social, and reviews — ensuring every location is visible, discoverable, and growing in today’s geo-driven landscape. Trusted by leading brands like Ford, Ace Hardware, and Liberty Tax, and recognized by Fast Company as one of the World’s Most Innovative Companies, SOCi transforms marketing from software you manage into work that gets done — intelligently, consistently, and at scale.

Requirements

10+ years of experience in customer support or customer operations, with at least 5+ years in senior leadership roles.
Proven experience managing BPO/vendor support operations at scale.
Experience leading multi-tiered support organizations (Tier 1–3), including enterprise and technical support.
Strong operational and analytical mindset with experience defining and managing KPIs and SLAs.
Demonstrated ability to partner cross-functionally with Product, Engineering, and GTM teams.
Excellent communication, leadership, and stakeholder management skills.
Experience in SaaS or high-growth technology environments strongly preferred.
Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned

Nice To Haves

Experience scaling global support organizations.
Familiarity with support technologies (e.g., Zendesk, Salesforce Service Cloud, Intercom).
Background in implementing automation, AI, or self-service strategies.
Strong financial acumen, including vendor budgeting and cost optimization.

Responsibilities

Support Strategy & Leadership
Define and execute a comprehensive customer support strategy across Tier 1 (BPO), Tier 2 (Enterprise), and Tier 3 (Technical Support).
Build a high-performing, customer-centric support organization aligned with company goals and growth.
Establish KPIs, SLAs, and performance frameworks to ensure consistent, high-quality support delivery.
BPO Partner Management (Tier 1)
Own the relationship with the BPO partner delivering Tier 1 support.
Drive accountability for performance metrics including CSAT, response/resolution times, and quality assurance.
Partner with vendor leadership to optimize staffing, training, and operational efficiency.
Implement continuous improvement processes to enhance customer experience and reduce escalations.
Enterprise Support Leadership (Tier 2)
Lead the Enterprise Support team responsible for high-value and strategic customers.
Ensure white-glove service delivery, proactive engagement, and strong customer advocacy.
Partner closely with Customer Success, Sales, and Account Management teams to support retention and expansion.
Tier 3 / Technical Support Oversight
Oversee Tier 3 support handling complex technical issues, escalations, and root cause analysis.
Collaborate with Engineering and Product teams to drive issue resolution and long-term fixes.
Ensure effective knowledge transfer between Tier 3 and upstream support tiers.
Operational Excellence
Design scalable processes, tools, and workflows across all support tiers.
Leverage data and analytics to identify trends, improve efficiency, and reduce ticket volume.
Drive adoption of self-service, automation, and AI where appropriate.
Cross-Functional Collaboration
Act as the voice of the customer internally, influencing Product, Engineering, and Go-To-Market teams.
Partner with Product to improve product quality and reduce support burden.
Collaborate with RevOps and Customer Success Operations teams on tooling, reporting, and process alignment.
Team Development & Culture
Recruit, develop, and retain top support leadership and talent.
Foster a culture of accountability, continuous improvement, and customer obsession.
Build clear career paths and development programs across support functions.