13 дней назад
Director of Customer Support (B2B SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Director of Customer Support (B2B SaaS): Leading and scaling a global customer support organization for AI-powered ecommerce and digital marketing products with an accent on service levels, technical capability, and cross-functional escalation management. Focus on building consistent support operations, improving response and resolution times, using support KPIs, and applying AI-assisted workflows with appropriate human oversight.
Location: Remote (United States)
Company
Builds B2B SaaS tools for ecommerce and digital marketing teams, including AI-powered search, personalized recommendations, smart merchandising, product data syndication, A/B testing, and marketplace and social commerce solutions.
What you will do
- Lead the global Customer Support function and establish consistent support standards across regions.
- Own support service levels, queues, processes, performance reporting, and continuous improvement initiatives.
- Develop escalation processes and partner with Engineering, Product, Customer Success, Professional Services, and Implementation on complex customer issues.
- Build a scalable support organization through coaching, training, playbooks, knowledge resources, and technical capability development.
- Track response times, resolution times, escalations, and customer satisfaction for senior leadership.
- Apply AI-assisted workflows, tooling, and automation while maintaining human oversight and customer trust.
Requirements
- Leadership experience in customer support, technical support, or a similar function within a B2B SaaS company.
- Experience building, scaling, or improving global support operations and leading customer or technical support teams.
- Experience managing SLAs, support queues, escalation processes, and performance standards.
- Strong technical aptitude and experience handling complex cross-functional customer escalations.
- Strong understanding of support KPIs and data-driven operational improvement.
- Practical understanding of AI-enabled support workflows and automation, along with excellent customer communication and leadership skills.
Nice to have
- Experience supporting ecommerce or commerce technology products.
Culture & Benefits
- Flexible work environment with office, hybrid, or remote options.
- Open paid time off.
- Company-paid health, dental, and vision insurance.
- Flexible spending accounts and employer-paid disability, life, and AD&D coverage.
- 401(k) plan with employer match and additional voluntary benefits.
Будьте осторожны: если работодатель просит войти в их систему, используя iCloud/Google, прислать код/пароль, запустить код/ПО, не делайте этого - это мошенники. Обязательно жмите "Пожаловаться" или пишите в поддержку. Подробнее в гайде →