Director of Customer Support

Triple Whale 🐳

Director of Customer Support at Triple Whale leading a high-performing team focused on AI-driven support strategies. Delivering exceptional customer experiences while managing complex inquiries and operational metrics.

Posted 6/12/2026full-timeRemote • California • 🇺🇸 United StatesLead💰 $120,000 - $152,000 per yearWebsite

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Hard Skills

AI toolingsupport operationsKPI managementreporting frameworksoperational dashboardsbug triagecustomer educationB2B SaaS supportcustomer support metricscustomer experience

Soft Skills

leadershipcoachingpeople developmentanalytical skillsproblem-solvingcommunicationorganizational designcustomer-first cultureteam productivitystrategic execution

Industry Keywords

Customer SupportCustomer ExperienceCustomer OperationsSaaShyper-growthplatform complexitysupport engineeringself-serve resolutioncustomer-driven roadmapescalation management

About the role

Key responsibilities & impact

Lead the team and develop a high-performing Customer Support organization.
Set and execute the strategy for scaling Customer Support with the business.
Take an AI-first approach to design how AI tooling assists in support.
Own response time, time-to-resolution, and team productivity metrics.
Stand up support engineering as a discipline with direct technical work.
Own bug triage end-to-end and provide real-time reporting on issues.
Partner with Product and Engineering to influence the customer-driven roadmap.
Be the senior escalation point for complex customer situations.
Build a knowledge layer for self-serve resolution and customer education.
Own staffing, capacity, and organizational design to support growth.
Set a culture that is customer-first and technically rigorous.

Requirements

What you’ll need

8+ years of experience in Customer Support, Customer Experience, or Customer Operations within a SaaS environment.
3+ years of experience leading managers and building high-performing support teams.
You've actually shipped AI in a support context — not as a roadmap slide.
You've built or rebuilt a B2B SaaS support function through a hyper-growth or platform-complexity phase.
Strong understanding of support operations and best practices.
Experience managing support KPIs, reporting frameworks, and operational dashboards.
Demonstrated ability to partner effectively with Product and Engineering teams.
Exceptional leadership, coaching, and people development skills.
Strong analytical and problem-solving capabilities.
Excellent verbal and written communication skills.

Benefits

Comp & perks

Health insurance
401(k) matching
Paid time off
Flexible work hours
Professional development opportunities