Director of Customer Support

Accountabilities: Support Strategy and Organizational Leadership: Lead the transformation and development of Tier 1 and Tier 2 support teams, establishing clear responsibilities, performance expectations, and operational standards. Define the organizational structure, management responsibilities, staffing levels, shift coverage, and operating model to support continued business growth. Performance Management and Team Development: Establish performance metrics and frameworks for individuals and teams, conduct regular quality reviews, and implement coaching initiatives. Set annual and quarterly objectives, monitor progress, and report results to executive leadership. Develop leadership programs for managers and team leads focused on coaching, decision-making, and cross-functional collaboration. Operational Excellence and Customer Experience: Own support quality, customer effort, and service performance, with a focus on reducing resolution times, repeat contacts, and ticket volumes per device or account. Monitor service levels, customer satisfaction, and first-contact resolution while continuously improving operational processes. Incident and Escalation Management: Oversee critical incident escalations, including Severity 1 events and strategic customer accounts. Lead executive incident reviews, monitor at-risk tickets and outages, and proactively address hardware and sensor failures before they affect customer relationships. Hardware Reliability and Root-Cause Analysis: Partner with Hardware, Engineering, and Field Operations teams to investigate recurring technical issues, identify root causes, and implement corrective actions that improve product reliability and customer uptime. Processes and Knowledge Management: Develop and maintain support procedures, operational playbooks, standard operating procedures, and knowledge resources. Ensure new employees receive effective training and reach full productivity within approximately 30 days. Technology and AI Integration: Lead the evolution of support technologies, including ticketing systems, knowledge management platforms, and remote diagnostics. Drive the adoption of AI-powered triage, troubleshooting, self-service, and agent-assistance solutions, targeting full tool adoption and at least 20% improvement in agent productivity within 18 months. Cross-Functional Collaboration: Act as the primary connection between Support, Product, and Engineering, translating frontline feedback and recurring customer issues into product improvement and reliability priorities. Collaborate with Customer Success, Sales, and Operations to improve customer handoffs and identify accounts requiring additional attention. Global Support Operations: Lead support strategy and operational coverage across Mexico and Latin America, including localized language capabilities and follow-the-sun support models. Ensure compliance with applicable labor regulations and data privacy requirements. Executive Reporting and Strategic Planning: Co-own annual operating plans and headcount planning, present quarterly support performance reviews to executive leadership, and provide monthly ticket trend analysis, operational insights, and recommendations for improvement. Requirements 8+ years of experience in customer support or technical support, preferably within B2B SaaS or hardware-enabled SaaS environments. 4+ years of director-level leadership experience managing organizations of 15+ employees across multiple supervisory levels. At least 2 years of direct accountability for service-level agreements (SLAs), customer satisfaction (CSAT), and/or support quality metrics. 3+ years of experience in SaaS, Hardware-as-a-Service (HaaS), IoT, predictive maintenance, manufacturing, or other technical B2B industries is strongly preferred. Demonstrated success building and scaling high-performing support organizations, recruiting talent, developing managers, and establishing a culture of accountability. Proven ability to deliver measurable improvements in customer satisfaction, SLA compliance, resolution times, and first-contact resolution. At least 2 years of experience leading distributed, remote, shift-based, or follow-the-sun teams. Experience supporting Mexico or Latin America is a strong advantage. Strong technical understanding of incident management, hardware or software troubleshooting, connected devices, and technical diagnostics. Familiarity with AI-powered support solutions, workflow automation, data analytics, and technology-enabled service optimization. Experience designing structured operational processes capable of managing high-volume incoming requests while maintaining consistent service quality. Ability to interpret field data and translate technical findings into actionable discussions with Engineering and Product teams. A hardware or technical background is preferred but not mandatory. Strong analytical and data-driven decision-making skills, with the ability to transform operational metrics into meaningful business improvements. Excellent communication and executive presentation skills, including the ability to manage high-pressure conversations with senior leadership during critical incidents. Demonstrated ability to lead organizational change, navigate ambiguity, and introduce new processes while maintaining operational stability. Strong collaboration and influencing skills, with the ability to work effectively across departments without relying solely on direct authority. A proactive, results-oriented leadership style, with a commitment to ethical practices, employee development, and continuous improvement. Experience in proactive customer support or implementation management is an additional advantage. Benefits Competitive salary: Annual base salary ranging from $146,000 to $183,000, depending on location, experience, skills, education, and qualifications. Equity participation through stock options. Potential additional variable compensation, bonuses, and other cash incentives, discussed during the interview process. Comprehensive employee benefits package. Retirement savings plan with employer matching. Unlimited paid time off (PTO). Flexible working schedule. Remote-first working environment, with opportunities to collaborate with a distributed team across the United States and Ontario, Canada. Core working-hour collaboration to support effective communication across teams. Opportunity to make a meaningful impact on customer experience, manufacturing uptime, and industrial technology innovation. Collaborative, high-growth environment offering opportunities to influence strategy, develop teams, and shape the future of technical customer support.