TL;DR

Director of Customer Support: Leading and scaling customer support for U.S. national security missions, focusing on delivering fast, reliable, and empathetic support in high-stakes environments. Focus on building a high-performing support organization, defining strategy, and driving operational improvements for the Game Warden platform.

Location: Remote. Candidates must be U.S. citizens and reside in one of the approved hiring hubs: DC/Maryland/Virginia, Raleigh/Durham/Chapel Hill, NC, Denver/Colorado Springs, CO, or Dallas/Fort Worth, TX.

Salary: $164,000 – $191,000.

Company

%hirify_global% Systems is a public-benefit software company that provides a platform to accelerate secure software deployment for U.S. national security and government customers.

What you will do

Develop and own the customer support strategy aligned with company goals, satisfaction, and retention.
Build, mentor, and lead a high-performing team of customer support engineers.
Manage complex customer issues and escalations, partnering with Product and Engineering.
Design, implement, and continuously improve support workflows to enhance customer experience.
Define, track, and report on key performance indicators for support operations.
Partner cross-functionally to surface customer feedback and drive product and process improvements.

Requirements

8+ years of experience in customer support or related functions, with 5+ years in a people-leadership role.
Demonstrated ability to build and scale high-performing support teams in a technology or SaaS environment.
Strong customer empathy paired with sound judgment and efficient issue resolution skills.
Excellent written and verbal communication skills, with the ability to translate technical concepts.
Data-driven mindset with experience using metrics and analytics to improve support operations.
Experience supporting on-call or incident response rotations.
Familiarity with support and engineering tools such as Jira, Git-based workflows, and reporting platforms.
U.S. citizenship required due to government contract requirements.
Must reside in DC/Maryland/Virginia, Raleigh/Durham/Chapel Hill, NC, Denver/Colorado Springs, CO, or Dallas/Fort Worth, TX.

Nice to have

Experience supporting defense, government, or national security customers.
Familiarity with compliance and security requirements in SaaS or cloud environments.
Exposure to DevSecOps principles and technologies.

Culture & Benefits

Competitive salary and equity incentive plan.
100% healthcare, vision, and dental coverage.
401(k) with 3% company contribution.
Flexible paid time off, federal holidays off, and parental leave.
Annual professional development stipend and tech + office supplies stipend.
Opportunity to work in a purpose-driven team transforming U.S. national security.