Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Support based in United States.
This role is a senior leadership opportunity responsible for shaping and scaling a high-performing technical support organization serving a specialized SaaS ecosystem in the sports and athletics industry.
You will define the vision, structure, and execution strategy for customer support operations, ensuring exceptional service delivery across a diverse client base.
The position plays a critical role in driving customer satisfaction, retention, and operational excellence through data-driven decision-making and KPI ownership.
You will lead initiatives that blend human support expertise with emerging AI-driven tools to improve efficiency, deflect volume, and elevate self-service capabilities.
A key aspect of the role involves close collaboration with Product and Engineering teams to influence roadmap priorities based on customer insights and support trends.
You will also oversee incident management, ensuring clear communication and rapid resolution during high-impact service disruptions.
This is a highly visible leadership role focused on scaling support excellence, developing talent, and continuously improving the customer experience in a fast-paced SaaS environment.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Support based in United States.
This role is a senior leadership opportunity responsible for shaping and scaling a high-performing technical support organization serving a specialized SaaS ecosystem in the sports and athletics industry.
You will define the vision, structure, and execution strategy for customer support operations, ensuring exceptional service delivery across a diverse client base.
The position plays a critical role in driving customer satisfaction, retention, and operational excellence through data-driven decision-making and KPI ownership.
You will lead initiatives that blend human support expertise with emerging AI-driven tools to improve efficiency, deflect volume, and elevate self-service capabilities.
A key aspect of the role involves close collaboration with Product and Engineering teams to influence roadmap priorities based on customer insights and support trends.
You will also oversee incident management, ensuring clear communication and rapid resolution during high-impact service disruptions.
This is a highly visible leadership role focused on scaling support excellence, developing talent, and continuously improving the customer experience in a fast-paced SaaS environment.