Director of Customer Support - Remote

Overview

The Director of Customer Support will lead the customer support function, focusing on operational excellence and the integration of AI and automation to enhance customer experiences.

In Short

• Lead and optimize the customer support function.
• Implement AI-driven efficiencies and automation.
• Drive operational excellence and high-quality service.
• Build and manage a high-performing support team.
• Collaborate with cross-functional teams to improve services.
• Research and integrate AI solutions into workflows.
• Define and measure key support KPIs.
• Ensure compliance with privacy regulations.
• Participate in industry events to showcase innovations.
• Provide technical support training as needed.

Requirements

• Bachelor’s degree in Information Systems, Business, or related field.
• 10+ years of experience in customer support, with 5 years in leadership.
• Experience managing global teams and outsourced operations.
• Proficiency in AI-driven customer support solutions.
• Strong data analysis and reporting skills.
• Knowledge of privacy regulations (GDPR, FERPA).
• Experience with vendor management and performance tracking.
• Familiarity with ticketing systems and problem resolution frameworks.
• Excellent communication and stakeholder management skills.
• Ability to adapt and implement change effectively.

Benefits

• Collaborative and inclusive company culture.
• Competitive base salary with a strong variable component.
• Generous benefits including medical, dental, and vision.
• 401K match up to 5%.
• 12 weeks of paid parental leave.
• Tuition reimbursement program.
• 4 weeks of vacation and 12 sick days.
• Flexible work schedules and remote capabilities.
• Opportunities for fitness challenges and rewards.