Director of SaaS Customer Support Operations – Automation

Job Description:

• Own the end-to-end customer support function for a complex SaaS product.
• Lead, mentor, and develop support managers and support specialists.
• Manage team structure, hiring, performance management, coaching, accountability, and team culture.
• Build a high-performing support organization focused on customer outcomes, speed, quality, and scalability.
• Drive operational change management across people, processes, tools, and workflows.
• Ensure the support team is equipped to handle technical customer issues, escalations, and product-related inquiries effectively.
• Evaluate and improve current support processes, workflows, escalation paths, and operating standards.
• Create scalable systems for ticket handling, prioritization, severity management, and customer communication.
• Build repeatable support frameworks that improve resolution quality and reduce unnecessary manual work.
• Identify operational bottlenecks and implement practical solutions to improve efficiency and consistency.
• Develop support playbooks, documentation standards, and internal operating procedures.
• Ensure support processes are designed for scale, not short-term fixes.
• Lead automation and AI adoption across the support organization.
• Optimize and expand Intercom AI capabilities and automated support workflows.
• Build scalable ticket deflection and self-service strategies.
• Automate repetitive workflows across triage, routing, escalation, follow-up, and resolution.
• Use AI and automation to reduce manual workload while improving customer experience.
• Identify opportunities to improve knowledge base quality, customer self-service, and support team productivity.
• Demonstrate measurable improvements through automation, such as reduced ticket volume, faster resolution times, improved deflection rates, or improved SLA performance.
• Define and own operational KPIs and service standards for the support organization.
• Track and improve key support metrics, including CSAT SLA performance, resolution time, first response time, ticket volume trends, deflection rates, escalation volume, backlog health, quality of resolution.
• Build reporting frameworks that provide actionable insights for Support, Product, Engineering, and Leadership teams.
• Use support data to identify recurring issues, product gaps, workflow inefficiencies, and customer pain points.
• Translate support trends into operational and product improvement recommendations.
• Serve as the bridge between Support, Product, and Engineering teams.
• Represent customer technical issues with clarity, accuracy, and appropriate severity.
• Partner with Product and Engineering to prioritize bugs, product improvements, escalations, and recurring customer issues.
• Participate in technical discussions related to product behavior, customer-impacting issues, and supportability.
• Ensure support insights are used to improve the product and reduce future customer friction.

Requirements:

• 10+ years of experience in customer support, technical support, support operations, or customer experience operations.
• Significant leadership experience owning customer-facing support organizations end-to-end.
• Previous experience managing managers and support specialists.
• Direct experience supporting SaaS customers who pay for and actively use a software product.
• Strong experience with complex, technical, or mission-critical SaaS products.
• Proven experience improving support processes, workflows, escalation paths, and operational systems.
• Strong experience using data and metrics to improve support performance.
• Hands-on experience with Intercom or similar customer support platforms.
• Proven experience implementing automation, AI, self-service, or workflow optimization within a support environment.
• Strong understanding of support KPIs, including CSAT, SLA performance, resolution time, deflection rates, ticket volume, and backlog management.
• Excellent communication skills with the ability to collaborate effectively with Product, Engineering, and Leadership teams.
• Strong technical fluency and ability to understand complex product issues.
• Highly analytical, execution-oriented, and comfortable leading change in a fast-paced environment.

Benefits:

• None specified

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