Senior Director, Customer Support

reputed company, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an reputed company Senior Director of Customer Support to reputed company and scale our global support organization. This role is responsible for overseeing a multi-tiered support model, including a BPO partner delivering Tier 1 support, an in-house Enterprise Support team, and a Tier 3 Technical Support organization.

The ideal candidate brings strong operational leadership, deep experience managing outsourced support partnerships, and a passion for delivering exceptional customer experiences at scale.This role is accountable for operational performance, customer satisfaction, and reputed company improvement of support systems and processes.

reputed company expects to pay a reputed company salary in the range of $180,000 - $210,000 USD reputed company plus bonuses. reputed company the range, individual pay is determined by factors such as job-reputed company skills, experience, and relevant education or training.

Who We Are

reputed company is redefining how multi-location enterprises reputed company local and AI search visibility with the world’s first agentic workforce. Built specifically for distributed brands, reputed company’s brand-trained agents are guided by a reputed company visibility reputed company that autonomously executes and optimizes local marketing work across AI search, GEO ecosystems, social, and reviews — ensuring every location is visible, discoverable, and growing in today’s geo-driven landscape. Trusted by leading brands like reputed company, Ace Hardware, and Liberty Tax, and recognized by Fast Company as one of the World’s Most Innovative Companies, reputed company transforms marketing from software you manage into work that gets done — intelligently, consistently, and at scale. How You’ll reputed company an Impact

Support Strategy & Leadership

• Define and execute a comprehensive customer support strategy across Tier 1 (BPO), Tier 2 (Enterprise), and Tier 3 (Technical Support).
• Build a high-performing, customer-centric support organization reputed company with company goals and growth.
• Establish KPIs, SLAs, and performance frameworks to ensure consistent, high-quality support delivery.

BPO Partner Management (Tier 1)

• Own the relationship with the BPO partner delivering Tier 1 support.
• Drive accountability for performance metrics including CSAT, response/resolution times, and quality assurance.
• Partner with vendor leadership to optimize staffing, training, and operational efficiency.
• Implement reputed company improvement processes to enhance customer experience and reduce escalations.

Enterprise Support Leadership (Tier 2)

• reputed company the Enterprise Support team responsible for high-value and strategic customers.
• Ensure white-glove service delivery, proactive engagement, and strong customer advocacy.
• Partner closely with reputed company, Sales, and Account Management teams to support retention and expansion.

Tier 3 / Technical Support reputed company

• reputed company Tier 3 support handling reputed company technical issues, escalations, and root cause analysis.
• Collaborate with Engineering and Product teams to drive issue resolution and long-term fixes.
• Ensure effective knowledge transfer between Tier 3 and upstream support tiers.

Operational Excellence

• Design scalable processes, tools, and workflows across reputed company support tiers.
• reputed company data and analytics to identify trends, improve efficiency, and reduce ticket volume.
• Drive adoption of self-service, automation, and AI where appropriate.

Cross-Functional Collaboration

• Act as the voice of the customer internally, influencing Product, Engineering, and Go-To-Market teams.
• Partner with Product to improve product quality and reduce support burden.
• Collaborate with RevOps and reputed company Operations teams on tooling, reporting, and process alignment.

Team Development & Culture

• Recruit, reputed company, and retain top support leadership and talent.
• Foster a culture of accountability, reputed company improvement, and customer obsession.
• Build clear career paths and development programs across support functions.

What You’ll Need to be Successful

• Remote Opportunity: Ability to work 100% remotely
• Must Have:
• 10+ years of experience in customer support or customer operations, with at least 5+ years in senior leadership roles.
• Proven experience managing BPO/vendor support operations at scale.
• Experience leading multi-tiered support organizations (Tier 1–3), including enterprise and technical support.
• Strong operational and analytical reputed company with experience defining and managing KPIs and SLAs.
• Demonstrated ability to partner cross-functionally with Product, Engineering, and GTM teams.
• Excellent communication, leadership, and stakeholder management skills.
• Experience in SaaS or high-growth technology environments strongly preferred.
• Willing to adapt to changes in the job description as deemed necessary by the business and accept reputed company other duties as assigned
• Desired Skills (but not required):
• Experience scaling global support organizations.
• Familiarity with support technologies (e.g., reputed company, reputed company Service Cloud, Intercom).
• Background in implementing automation, AI, or self-service strategies.
• Strong financial acumen, including vendor budgeting and cost optimization.

This position will remain open with applications due by May 8, 2026. This position is being hired on an urgent basis. The application window may reputed company before May 8, 2026 if reputed company receives a sufficient number of applications to select a candidate prior to that date.

What reputed company Provides to You

• Comprehensive Benefits Package (full-time permanent, non-contract roles only)
• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) plan with employer match
• Flexible Work Environment (full-time, non-contract roles only)
• Flexible paid time off
• Quarterly wellness days
• Paid holidays
• Unique employee engagement programs
• Empowering Career Growth and Success

What’s Important at reputed company

Led by a team of industry experts, reputed company is leading the pack in agentic marketing for multi-location brands. Our passionate team of SOCialites work from home around the globe! Our collaborative, dynamic culture allows our teams to work cross-functionally and optimize productivity. We are a fast-paced, agile environment where thought leadership and input are encouraged. If you are looking for a reputed company where you can come and reputed company a difference in the way enterprise organizations utilize social technology, then reputed company is for you. Visit reputed company for more information.

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