Director Customer Support

Job Summary

A company is looking for a Director of Customer Support.

Key Responsibilities:

• Lead and develop the customer support team to ensure exceptional service delivery and drive customer satisfaction
• Collaborate with cross-functional teams to improve products and processes based on customer feedback
• Analyze customer feedback and support data to identify trends for product and process improvements

Required Qualifications:

• 7+ years of experience in customer support or related fields, with at least 3 years in a leadership role
• Strong understanding of SaaS, networking, and security concepts
• Experience supporting a broad range of customer types, from individual B2C users to enterprise customers in the B2B SaaS space
• Familiarity with VPNs, networking protocols, and cybersecurity concepts
• Experience with support tools and technologies