1. About Our Client:
The organization operates in the AI-powered marketing solutions sector, focusing on multi-location enterprises. It addresses the challenge of local and AI search visibility by providing a unique agentic workforce that autonomously manages and optimizes local marketing across AI search, geographic ecosystems, social media, and reviews. This approach ensures distributed brands can maintain consistent, discoverable, and scalable local marketing efforts. The organization services well-known clients and has been recognized for innovation in its industry.
2. About the Opportunity:
The Senior Director, Customer Support will lead and expand a global support organization that includes multi-tiered customer service teams and outsourced partners. This role drives operational performance, customer satisfaction, and continuous improvement across Tier 1 (BPO partner), Tier 2 (Enterprise Support), and Tier 3 (Technical Support) teams. The position is critical in ensuring high-quality customer experiences at scale and aligning support functions with organizational goals.
3. Responsibilities:
• Define and implement customer support strategies across all support tiers
• Manage the BPO partner delivering Tier 1 support, ensuring performance and quality standards
• Lead the Enterprise Support team focused on strategic customers and proactive service
• Oversee Tier 3 technical support for complex issues and collaborate with Engineering and Product teams
• Develop scalable processes and leverage analytics to improve efficiency and reduce ticket volume
• Promote self-service, automation, and AI adoption within support workflows
• Represent the customer perspective in cross-functional teams including Product and Go-To-Market
• Collaborate on tooling, reporting, and process alignment with Revenue Operations and Customer Success Operations
• Recruit, develop, and retain support leadership and staff
• Cultivate a culture of accountability, continuous improvement, and customer focus
4. Requirements:
• Ability to work 100% remotely
• Over 10 years in customer support or operations, including 5+ years in senior leadership
• Experience managing outsourced BPO/vendor support at scale
• Proven leadership of multi-tiered support organizations spanning Tier 1 to Tier 3
• Strong operational and analytical skills with experience setting KPIs and SLAs
• Demonstrated cross-functional collaboration with Product, Engineering, and GTM teams
• Excellent communication and stakeholder management abilities
• Experience in SaaS or high-growth technology environments preferred
• Flexibility to adapt job responsibilities as business needs evolve
Desired but not required:
• Experience scaling global support organizations
• Familiarity with support platforms such as Zendesk, Salesforce Service Cloud, and Intercom
• Experience with automation, AI, or self-service initiatives
• Strong financial skills related to vendor budgeting and cost control
5. Pay Range and Compensation Package:
• Base salary range between $180,000 and $210,000 USD plus bonuses
• Individual pay within this range depends on skills, experience, and relevant education or training
6. Benefits & Perks:
• Comprehensive health, dental, and vision insurance
• Wellness incentives
• 401(k) plan with employer match
• Flexible paid time off and quarterly wellness days
• Paid holidays
• Flexible work environment (full-time, non-contract roles only)
• Employee engagement programs
• Career development opportunities
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.