Director of Customer Support

Triple Whale 🐳

Director of Customer Support at Triple Whale, building high-performing support teams with an AI-first strategy. Leading operational excellence and customer satisfaction in a fast-paced environment.

Posted 6/24/2026full-timeRemote • 🇺🇸 United StatesLead💰 $120,000 - $152,000 per yearWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Lead the team. Hire, coach, and develop a high-performing Customer Support org.
Set and execute the strategy. Define how Customer Support scales with the business.
Take an AI-first approach. Design how Moby and our AI tooling deflect, triage, and assist.
Run operations against real metrics. Own response time, time-to-resolution, CSAT, deflection, ticket-per-customer, and team productivity.
Stand up support engineering as a discipline. Lead the technical work directly: reproductions, log diving, SQL, API debugging.
Own bug triage end-to-end. Intake, severity model, SLAs, ownership, and reporting.
Partner with Product and Engineering. Be the technical interface to R&D.
Be the senior escalation point for complex customer situations and platform issues.
Build the knowledge layer. Documentation, KB, in-app guidance, and customer education.
Own staffing and capacity — headcount modeling, organizational design, and global coverage across US, EMEA, and APAC.
Set the culture. Customer-first, technically rigorous, accountable, and obsessed with continuous improvement.

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.
Strong understanding of support operations, workforce planning, service delivery, and customer support best practices.
Experience managing support KPIs, reporting frameworks, and operational dashboards.
Exceptional leadership, coaching, and people development skills.
Strong analytical and problem-solving capabilities, with a data-driven approach to decision-making.
Excellent verbal and written communication skills, with the ability to influence stakeholders across the organization.
Experience supporting e-commerce, analytics, martech, or SaaS products is highly preferred.
Familiarity with Intercom, HubSpot, Intercom, Salesforce, or similar support platforms.
Ability to thrive in a fast-paced, high-growth environment while balancing strategic initiatives with operational execution.

Benefits

Comp & perks

Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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Hard Skills & Tools

AI toolingSQLAPI debuggingsupport operationsworkforce planningservice deliverysupport KPIsreporting frameworksoperational dashboardsbug triage

Soft Skills

leadershipcoachingpeople developmentanalytical skillsproblem-solvingverbal communicationwritten communicationinfluencing stakeholderscontinuous improvementorganizational design