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.