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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