Job Description
Team: Support
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Support Services in United States.
This leadership opportunity is designed for an experienced operations and customer support professional ready to drive excellence in a mission-critical technology environment. The role focuses on overseeing and scaling customer support operations while ensuring fast, reliable, and high-quality service delivery across complex SaaS platforms. You will lead multi-tiered support teams, manage critical escalations, and collaborate cross-functionally with Product, Engineering, and Technical Services to enhance customer satisfaction and operational performance. The position combines strategic leadership with hands-on troubleshooting and process optimization responsibilities, making it ideal for someone who thrives in fast-paced, high-accountability environments. You will also play a key role in implementing AI-enabled support tools and automation strategies to improve efficiency and scalability. This fully remote position offers the opportunity to directly impact essential public-sector operations while working with innovative technologies and high-performing teams.
Accountabilities:
- Lead and scale a multi-level Customer Support and Technical Support organization, ensuring high responsiveness, accountability, and service quality across all customer interactions.
- Oversee 24/7 support operations, including after-hours coverage, on-call escalation management, and resolution of critical incidents in mission-sensitive environments.
- Manage the full ticket lifecycle, ensuring proper triage, prioritization, tracking, escalation, and timely resolution of customer issues.
- Establish and maintain structured support workflows, service level agreements (SLAs), operational metrics, and backlog management processes.
- Collaborate closely with Engineering, Product, Technical Services, and Account Management teams to resolve complex issues and improve customer outcomes.
- Drive continuous improvement initiatives by optimizing support processes, documentation, SOPs, playbooks, and knowledge management systems.
- Identify and implement AI-enabled tools, automation platforms, and workflow enhancements to improve operational efficiency and customer experience.
- Conduct root cause analysis on recurring issues and contribute to long-term product and process improvements.
- Mentor, develop, and lead high-performing support professionals while fostering a culture of responsiveness, ownership, and collaboration.
- 6–10 years of experience in Customer Support, Technical Support, or Support Operations within SaaS, software, or technology-driven organizations.
- 2–5 years of leadership experience managing support teams, including Tier 1 Help Desk and Tier 2 Technical Support functions.
- Hands-on expertise with ticketing and support management platforms such as Zendesk, Jira, Freshdesk, or similar systems.
- Proven ability to manage support queues, escalations, backlog prioritization, and high-volume operational environments effectively.
- Experience working within 24/7 support models, on-call rotations, and emergency escalation frameworks.
- Strong understanding of incident management, SLA tracking, support KPIs, and operational reporting.
- Demonstrated technical troubleshooting abilities, including log analysis, issue diagnosis, integration troubleshooting, and root cause isolation.
- Comfortable working within technical SaaS ecosystems involving APIs, integrations, and cloud-based platforms.
- Experience implementing or leveraging AI-enabled support tools, automation technologies, or workflow optimization initiatives is highly preferred.
- Excellent communication, leadership, problem-solving, and cross-functional collaboration skills.
- Bachelor’s degree or equivalent practical experience required.
- Ability to successfully pass FBI fingerprinting and background checks in multiple states.
- Competitive salary ranging from $120,000 to $145,000 annually.
- Performance-based bonus opportunities.
- Comprehensive healthcare and benefits package.
- Flexible paid time off policy promoting work-life balance.
- Fully remote work environment for U.S.-based employees.
- Opportunity to work on mission-critical platforms supporting public safety and community services.
- Exposure to innovative AI-driven technologies and automation initiatives.
- Collaborative and purpose-driven culture with strong opportunities for leadership growth and professional development.
Requirements:
Benefits:
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Date Posted
05/08/2026
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