Second Front Systems

Director of Customer Support

Second Front Systems

full-time

Posted on:

Location Type: Remote

Location: Colorado • North Carolina • United States

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Salary

💰 $164,000 - $191,000 per year

Job Level

Lead

About the role

  • Develop and own the customer support strategy aligned with company goals, customer satisfaction, retention, and long-term engagement.
  • Build, mentor, and lead a team of customer support engineers, fostering a customer-first culture centered on empathy, accountability, and execution.
  • Establish and enforce high standards for clear, consistent, and professional customer communication.
  • Manage complex customer issues and escalations, partnering with Product and Engineering to resolve root causes and prevent recurrence.
  • Design, implement, and continuously improve support workflows to reduce response times and improve customer experience.
  • Define, track, and report on key performance indicators including response times, resolution rates, backlog health, and customer satisfaction.
  • Own workforce planning and resourcing to ensure adequate coverage, skill development, and on-call readiness as the customer base scales.
  • Evaluate, implement, and optimize customer support tools and systems to improve operational efficiency and visibility.
  • Partner cross-functionally with Product, Sales, Engineering, and Mission Success to proactively surface customer feedback and drive product and process improvements.
  • Analyze customer trends and recurring issues to advocate for platform enhancements and operational improvements.
  • Oversee technical support contributions during customer onboarding and deployments, ensuring timely, high-quality execution.
  • Coordinate support resources across multiple concurrent customer projects, balancing priorities and service commitments.

Requirements

  • 8+ years of experience in customer support, customer success, or a related function, 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 the ability to resolve complex issues efficiently.
  • Excellent written and verbal communication skills, with the ability to translate technical concepts for diverse audiences.
  • Data-driven mindset with experience using metrics and analytics to improve support operations.
  • Proven ability to operate effectively in fast-paced, ambiguous environments.
  • Experience supporting on-call or incident response rotations.
  • Familiarity with support and engineering tools such as Jira, Git-based workflows, and reporting platforms.
Benefits
  • Competitive Salary
  • 100% Healthcare, vision and dental coverage
  • 401(k) + 3% company contribution
  • Equity incentive plan
  • Tech + office supplies stipend
  • Annual professional development stipend
  • Flexible paid time off + federal holidays off
  • Parental leave
  • Work from anywhere
  • Referral Bonus
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer support strategysupport workflowskey performance indicatorsmetrics and analyticsincident responsetechnical supportcustomer onboardingproblem resolutionSaaS environmentpeople leadership
Soft Skills
customer empathyjudgmentcommunication skillsteam buildingmentoringaccountabilityexecutionadaptabilitycollaborationadvocacy