Head of Customer Support
November 27
🇺🇸 United States – Remote
💵 $170k - $200k / year
⏱ Part Time
🔴 Lead
💝 Customer Support
🦅 H1B Visa Sponsor
Description
• The (Customer/Technical/Production) Support Director is responsible for delivering excellent technical support in a 24x7x365 SaaS environment. • Deals with strategic management of a team of technical support engineers. • Ensures high-quality customer experience for enterprise clients. • Handles initial triage, Level 1 and 2 support, and production issue remediation. • Drives process improvements and applies automation to reduce manual intervention in support operations.
Requirements
• 10+ years of technical support and service management experience. • 5+ years in a leadership role. • Experience managing enterprise support in large, complex web-based service environments. • Customer-first mindset with demonstrated ability to deliver exceptional customer care. • Proven ability to achieve departmental goals and metrics. • Strong analytical and problem-solving skills. • Experience with ticketing systems (Salesforce Service Cloud or Zendesk preferred). • Ability to present problem resolution, root cause analysis, and corrective actions to internal and external stakeholders. • Strong communication and negotiation skills, both oral and written. • Thrives in a fast-paced startup or similar environment with frequent change. • Familiarity with optimizing tools like Zendesk. • Reputation for trustworthiness, dependability, and high ethical standards.
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