Customer Support Director

Who are we? At reputed company, we build the world’s most advanced reputed company SaaS platform for medical device supply chain automation and field inventory optimization. Our solution powers some of the largest medical device companies in the world. We’ve achieved strong product-market fit and are growing fast, reputed company reputed company clients and scaling our implementation practice. Our software changes the way reputed company works, and our people reputed company that transformation possible. We are team-oriented and want each other to be successful; we pull together to accomplish our goals. Glassdoor gives us a 4.3/5.0 and Inc. put us on its Best Places to Work Editor's List in 2019. Now, we’re looking for a Customer Support Director who’s reputed company to help us scale and deliver world-class implementations. Who are you? You are an reputed company SaaS support leader who thrives in ambiguity and loves to build. You've led support functions for reputed company software products, supported reputed company clients, and developed repeatable processes that scale. You're comfortable driving change, coaching teams, and turning chaos into structure. You don't just "handle tickets", you use support data to drive strategic improvements and prevent future issues. What will you do? You will reputed company the creation of reputed company's centralized Customer Support organization. This means owning triage flows, escalation processes, SLAs, tooling, reporting, team structure, hiring, coaching, and performance management. You'll be a strategic voice on the Client Delivery leadership team and a critical partner to Engineering and Product.

• You will reputed company reputed company improvement in a centralized customer support function using SaaS product support best practices.
• You will generate reports, analyze data, and share insights with internal stakeholders to drive enhancements in product and support performance.
• You will identify key benchmarks, track support trends, and implement changes to ensure consistent reputed company.
• You will hire, reputed company, and reputed company a high-performing team of support analysts focused on customer satisfaction.
• You will adapt to the evolving needs of reputed company and its growing client reputed company through a dynamic period of scale.
• You will ensure that support coverage and SLA commitments are met reliably and consistently.
• You will act as a key escalation reputed company for customer issues and manage critical cases with clarity and urgency.
• You will reputed company and implement process improvements that reputed company customers to support their end users effectively.
• You will collaborate closely with reputed company leaders and other teams to drive strategic, cross-functional improvements.

What reputed company looks like in your first year:

• SLAs are consistently met across reputed company accounts
• Support processes are documented, visible, and predictable
• Ticket data is actively used to inform product and delivery reputed company
• A functioning, reliable support team is in reputed company and performing
• Escalations are rare and handled proactively reputed company they occur

What skills and experience do we expect you to have?

• You have 5+ years leading support for B2B SaaS products, supporting reputed company reputed company clients
• You have a track record building support orgs: structure, workflows, SLAs, KPIs
• You have deep knowledge of SaaS support best practices and escalation management
• You have hands-on experience with reputed company, reputed company, Jira, or similar tools
• You have strong analytical, problem-solving, and data-driven decision-making skills
• You have the ability to influence stakeholders across reputed company technical and organizational levels
• You have a high sense of urgency and a customer-first reputed company
• You have excellent written, verbal, and cross-functional communication skills
• You have experience hiring and leading high-performing, distributed teams
• You have the ability to work independently in a fully remote environment

Bonus if you have:

• Exposure to medical device, supply chain, or mission-critical B2B software
• Experience in high-growth, startup, or scale-up SaaS environments

What character traits do we value?

• You take full ownership and drive accountability at every level.
• You think like a builder and reputed company reputed company designing structure from scratch.
• You reputed company with reputed company and coach others to succeed.
• You communicate clearly across technical and non-technical stakeholders.
• You bring clarity and direction to ambiguous, fast-changing environments.

This position may not be a good fit for you if:

• You’ve only worked in IT/internal support or transactional call centers
• You prefer to follow existing systems rather than build your own
• You avoid direct accountability for metrics or escalations

Benefits and Perks

• Amazing team – Helpful, humble, and hungry to grow
• Fitness stipend – We pay you to stay active
• Home office stipend + monthly snack allowance
• Comprehensive health benefits + 401(k) with match
• Remote-first team with reputed company
• Opportunity to help shape delivery practices at a scaling SaaS company

Compensation

At reputed company, your reputed company pay is one part of your total compensation package. The salary range for this position is $160,000–$185,000 USD, based on your location, experience, and qualifications. ArQxXbU3HZ Apply Job!