Director, Customer Support
Meal Ticket
full-time
Posted on:
Location Type: Remote
Location: Rhode Island • United States
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Job Level
About the role
- Responsible for scaling a best-in-class support organization
- Own the full support function: strategy, operations, tooling, team development, and customer experience
- Lead the ongoing transformation of the support model
- Expand intelligent self-service and AI-assisted support capabilities
- Partner with Customer Enablement to optimize Help Center and self-service content
- Design and govern SLA frameworks by segment and tier
- Build and maintain a real-time operational dashboard
- Drive continuous improvement through structured root cause analysis
- Design and manage a consistent support experience across all channels
- Own the support knowledge base
- Lead, coach, and develop support managers and frontline agents
- Serve as the internal voice of the support customer
Requirements
- 7+ years in customer support or customer experience leadership
- At least 3 years in a Director-level or equivalent role at a B2B SaaS company
- Demonstrated experience leading an intelligent support transformation
- Proven track record of improving self-service utilization, CSAT, and time-to-resolution
- Experience designing and governing SLA frameworks across support tiers and customer segments
- Hands-on experience building and scaling a knowledge management function
- Strong people leadership with experience managing managers
- Data fluency: comfortable building dashboards and interpreting support metrics
- Experience with CRM-integrated support environments (Salesforce or equivalent)
Benefits
- Competitive base salary + performance bonus
- Comprehensive health, dental, and vision coverage
- Flexible remote work environment
- Professional development budget
- Unlimited PTO with a culture that encourages meaningful time away
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportcustomer experiencesupport transformationself-service utilizationCSATtime-to-resolutionSLA frameworksknowledge managementdata fluencydashboard building
Soft Skills
people leadershipcoachingteam developmentcontinuous improvementcommunicationstrategic thinkingoperational managementcustomer advocacy