Second Front Systems

Director of Customer Support

Second Front Systems

full-time

Posted on:

Location Type: Remote

Location: Remote • Colorado, North Carolina, Texas, Virginia • 🇺🇸 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
customer support strategysupport workflowskey performance indicatorsmetrics and analyticsincident responsetechnical supportcustomer onboardingproblem resolutionSaaS environmentpeople leadership
Soft skills
customer empathyjudgmentcommunication skillsteam buildingmentoringaccountabilityexecutionadaptabilitycollaborationadvocacy