Director, Technical Customer Support

The Opportunity We are seeking an experienced Director, Technical Customer Support to lead and scale a remote Tier 1 and Tier 2 Technical Support organization. Reporting directly to the CEO, this individual will provide both strategic and operational leadership for the support function, ensuring an exceptional customer experience while building the people, processes, and infrastructure needed to support continued growth. This role is ideal for a hands-on leader who has successfully led distributed technical support teams in a fast-paced technology environment and is passionate about operational excellence, customer satisfaction, and developing high-performing teams. Key Responsibilities Lead and develop a high-performing remote team of Tier 1 and Tier 2 Technical Support professionals, including managers and team leads. Own the day-to-day operations of the Technical Support function, ensuring customers receive timely, high-quality technical support. Establish and monitor key performance indicators, including SLA attainment, CSAT, response and resolution times, quality, backlog health, and team productivity. Develop scalable support processes, knowledge management practices, and escalation frameworks to improve operational efficiency and consistency. Partner closely with Engineering, Product, Customer Success, and Operations to resolve complex customer issues and drive continuous improvement. Lead workforce planning, capacity management, and organizational development to support business growth. Analyze customer trends and operational data to identify opportunities for process improvements, automation, and product enhancements. Recruit, coach, mentor, and retain top talent while fostering a culture of accountability, collaboration, and continuous improvement. Act as the executive escalation point for critical customer support issues. Qualifications 12+ years of progressive experience in Technical Customer Support, Customer Operations, or Technical Services, including 5+ years leading Tier 1 and Tier 2 technical support teams. Demonstrated success leading remote or distributed technical support organizations. Experience managing managers, team leads, and frontline technical support professionals. Strong expertise in customer support operations, including workforce planning, SLA management, quality assurance, performance reporting, and continuous improvement. Experience with customer support platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, or similar. Excellent leadership, communication, coaching, and cross-functional collaboration skills. Experience in SaaS, enterprise software, IoT, networking, telecommunications, or another technology-driven industry is strongly preferred. What You'll Bring You're a customer-focused, operational leader who thrives in fast-paced environments and knows how to build, scale, and inspire remote technical support teams. You lead with data, develop strong leaders, and are passionate about delivering exceptional customer experiences. I think this strikes the right balance. It reads like a modern tech leadership role, is appropriately scoped for a Director, doesn't reveal anything about the company, and clearly signals that you're looking for someone who has already led a remote Tier 1/Tier 2 technical support organization.

Lead and scale a remote Tier 1 and Tier 2 technical support organization while providing strategic and operational leadership. Manage day-to-day operations, establish KPIs, develop scalable processes, and partner with cross-functional teams to ensure exceptional customer experiences.

Requires over 12 years of experience in technical support or customer operations, with at least 5 years in a leadership role managing technical teams. Candidates must have experience leading distributed organizations and proficiency with support platforms like Zendesk or Salesforce.

• Data analysisPreferred

Identified from the job description. Confirm important requirements above.

• Technical Support Leadership
• Customer Support Operations
• Workforce Planning
• SLA Management
• Quality Assurance
• Performance Reporting
• Zendesk
• Salesforce Service Cloud
• Freshdesk
• Capacity Management
• Knowledge Management
• Escalation Management
• Cross-functional Collaboration
• SaaS
• Data Analysis
• Team Coaching

• Customer Service & Support
• Management & Leadership
• Technology
• Software
• Energy

Minimum experience

10+ years

Apply by

Aug 21, 2026

Posting language

English

Working hours

40 hours per week

Seniority

Director

Application method

Direct apply is available