Director of Customer Support

About the Role
We are seeking an experienced and customer-focused Director of Customer Support to lead our customer support operations, strengthen customer relationships, and improve the overall service experience.
This position plays an important role in ensuring that customers receive timely, professional, and effective support throughout their interactions with the company. The Director will establish service standards, develop operational strategies, oversee team performance, and collaborate with cross-functional departments to resolve customer concerns and identify opportunities for continuous improvement.
The ideal candidate combines strong leadership capabilities with excellent communication, problem-solving, and organizational skills. This individual will be responsible for building a service-oriented culture, developing scalable support processes, and ensuring that customer feedback contributes to better products, services, and business outcomes.
Key Responsibilities1. Customer Support Strategy
Develop and implement customer support strategies aligned with company objectives and customer expectations.
Establish service standards, operational procedures, and performance targets across support functions.
Identify opportunities to improve service accessibility, response times, issue resolution, and customer satisfaction.
Evaluate customer support trends and recommend initiatives that strengthen service quality and operational efficiency.
Ensure support operations remain responsive to changing customer needs and business priorities.
2. Customer Relationship Management
Oversee the management of customer inquiries, service requests, complaints, and escalated issues.
Establish effective processes for handling complex customer concerns and ensuring appropriate follow-up.
Build a customer-focused culture that emphasizes professionalism, accountability, and long-term relationship development.
Partner with relevant departments to address recurring issues and improve the customer experience.
Use customer feedback and service insights to identify opportunities to strengthen trust and retention.
3. Team Leadership & Development
Lead, mentor, and develop customer support managers, supervisors, and support professionals.
Establish clear performance expectations, team objectives, and professional development plans.
Support recruitment, onboarding, training, coaching, and performance evaluation activities.
Promote collaboration, knowledge sharing, and consistent service delivery across the support organization.
Build a positive team environment that encourages ownership, continuous learning, and effective problem-solving.
4. Service Quality & Operational Excellence
Develop quality assurance procedures and standards for customer interactions and issue resolution.
Monitor support performance, identify operational gaps, and implement corrective actions.
Standardize workflows, documentation, escalation procedures, and service communication practices.
Evaluate opportunities to streamline processes and improve team productivity without compromising service quality.
Maintain appropriate records and reporting procedures in accordance with company policies and applicable requirements.
5. Customer Experience & Retention
Analyze customer feedback, satisfaction trends, and recurring service challenges.
Work with customer success, account management, sales, and product teams to improve the customer journey.
Identify potential customer dissatisfaction and coordinate appropriate resolution and follow-up.
Support initiatives designed to improve customer loyalty, retention, and long-term engagement.
Communicate customer insights to leadership and recommend improvements to products, services, and internal processes.
6. Performance Analytics & Reporting
Establish and monitor key performance indicators, including response time, resolution time, customer satisfaction, and service quality.
Prepare regular operational reports and strategic recommendations for executive leadership.
Review support workload, staffing requirements, service trends, and resource utilization.
Use data and customer feedback to guide operational decisions and improvement initiatives.
Evaluate performance against established objectives and implement plans to address service gaps.
7. Cross-Functional Collaboration
Collaborate with operations, sales, product, technical support, and other relevant departments.
Coordinate the resolution of complex or recurring customer issues that require cross-functional involvement.
Communicate customer needs and service trends to relevant business stakeholders.
Support the development of consistent service policies, customer communication standards, and internal procedures.
Contribute to broader organizational initiatives focused on customer satisfaction and operational effectiveness.
QualificationsRequired Qualifications
Bachelor’s degree in Business Administration, Management, Communications, Operations, or a related field, or equivalent relevant professional experience.
Significant experience in customer support, customer service operations, customer experience, or a related function.
Demonstrated experience managing teams, improving service processes, and overseeing operational performance.
Strong written and verbal communication skills.
Excellent problem-solving, conflict-resolution, and decision-making abilities.
Experience developing performance metrics, reviewing operational data, and implementing process improvements.
Ability to collaborate effectively with customers, employees, managers, and senior leadership.

Work arrangement
Yes