Director of Customer Support

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.