Director of Support, America - Remote

Overview

Contentsquare is looking for a Director of Support to lead and manage customer support operations across North America, ensuring high levels of customer satisfaction and effective issue resolution.

In Short

• Structure and manage support for NA customers with clear objectives
• Lead the support team across the U.S. for responsiveness
• Monitor performance and customer satisfaction with SLAs
• Gather and analyze information to resolve issues
• Provide direction for escalations and new initiatives
• Coordinate communication between support and internal stakeholders
• Build strategy for department structure and tools
• Drive fast and clear resolution while mitigating risks
• Act as a customer-facing subject matter expert

Requirements

• 5+ years in customer-facing support in digital marketing/SaaS
• 5+ years in management of a customer support team
• Customer-oriented approach and data-driven mindset
• Strong relationship-building skills with stakeholders
• Ability to communicate technical issues to non-technical audiences
• Experience leading cross-functional teams
• Strong analytical skills for complex problem-solving
• Ability to prioritize tasks and meet deadlines

Benefits

• Inclusive workplace culture
• Opportunities for professional growth
• Supportive team environment
• Flexible and scalable platform
• Global presence with diverse team