Director of Customer Support
$120,000–$152,000 year
Remote · United States
Job Summary
Director of Customer Support to lead and scale a SaaS customer support organization at Triple Whale. Own frontline support, support engineering, bug triage, and customer education with an AI-first approach using Moby. Define strategy to scale without linear headcount growth, build processes and workflows, establish metrics and dashboards, and partner with Product and Engineering to improve customer outcomes. Lead staffing, organizational design, and global coverage across US, EMEA, and APAC; drive high performance, customer obsession, and continuous improvement in a fast-paced, data-driven environment.
Required Qualifications
- 8+ years of experience in Customer Support, Customer Experience, or Customer Operations within a SaaS environment
- 3+ years of experience leading managers and building high-performing support teams
- Experience shipping AI in a support context with deflection rates, retrieval quality, and guardrails knowledge
- Experience building/rebuilding a B2B SaaS support function through hyper-growth or platform complexity
- Strong understanding of support operations, workforce planning, service delivery, and best practices
- Experience managing support KPIs, reporting frameworks, and operational dashboards
- Demonstrated ability to partner with Product and Engineering to improve customer outcomes
- Exceptional leadership, coaching, and people development skills
- Strong analytical and problem-solving capabilities with a data-driven approach
- Excellent verbal and written communication skills with cross-functional influence
- Experience supporting e-commerce, analytics, martech, or SaaS products preferred
- Familiarity with Intercom, HubSpot, Salesforce or similar platforms
- Ability to thrive in a fast-paced, high-growth environment
- Base Compensation Range: $120,000 - $152,000
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