Director, Customer Support (SaaS)

TL;DR

Director, Customer Support (SaaS): Shaping and executing the vision, strategy, and operations of the customer support function with an accent on scalability, operational excellence, and cross-functional collaboration. Focus on leading high-performing teams, optimizing support workflows, and leveraging data to improve CSAT and NPS.

Location: Remote (USA). Not eligible for candidates residing in Alaska, Delaware, Hawaii, Idaho, Iowa, Montana, Nebraska, North Dakota, Rhode Island, South Dakota, and West Virginia.

Company

hirify.global is a leading scheduling automation platform used by millions to streamline professional meetings.

What you will do

• Develop and execute a customer support strategy aligned with company goals, focusing on retention and satisfaction.
• Lead, mentor, and scale high-performing support teams while fostering a culture of accountability.
• Oversee daily operations across email, chat, phone, and in-app channels to ensure high-quality interactions.
• Establish and report on key metrics and KPIs, including response times, CSAT, NPS, and ticket backlogs.
• Collaborate with Product, Engineering, and Customer Success teams to champion the voice of the customer.
• Design and optimize support workflows, automation, and self-service tools to ensure scalability.

Requirements

• Must be based in the United States (excluding the ineligible states mentioned above).
• Bachelor’s degree or equivalent professional work experience.
• 8+ years of experience in customer support, including 3+ years in a manager or director level role.
• Proven track record of scaling support teams within SaaS or fast-paced technology environments.
• Experience with support technology platforms such as Zendesk, Salesforce Service Cloud, or Intercom.
• Strong leadership and interpersonal skills with the ability to inspire distributed teams.

Nice to have

• Advanced degree (MBA) or certification in customer experience or operations management.
• Experience managing global or distributed teams.
• Expertise in change management and leading organizational transformation.
• Experience designing chatbots, knowledge bases, and other self-service automation tools.
• Familiarity with Voice of the Customer, Design Thinking, or Lean/Agile support practices.

Culture & Benefits

• Competitive total rewards package including base salary and equity awards.
• Eligibility for the Top Performer Bonus program.
• Comprehensive benefits for all full-time employees.
• Flexible remote work environment with a focus on professional growth and career acceleration.
• Collaborative company culture centered on learning and high-impact work.