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Director, Customer Support

Attentive· Customer Success
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Remote$155k - $175kfull-timePosted 1mo ago

About the role

Director-level leadership role responsible for the global Customer Support organization, including operating model, budget, SLAs, offshore/partner capacity, premium offerings, and cross-functional partnerships. Focus on scaling the support function, defining commitments, and driving AI-enabled deflection and quality management without hands-on queue work.

Responsibilities

  • Lead the management team across US, UK, and Australia.
  • Own the operating model for tier design, offshore vs. onsite, regional coverage, and peak-period operations.
  • Manage offshore and partner capacity and maintain quality and SLO parity across teams.
  • Manage budget and capacity (headcount, BPO spend, tooling) and develop cost-to-volume models for planning.
  • Set and maintain the quality bar including KPI/SLO framework, QA program, and performance standards by tier.
  • Own customer-facing commitments by designing and launching premium/enterprise support with tier-based SLAs.
  • Establish Support Engineering as a discipline, defining leadership, technical bar, and alignment with Engineering for Level 3.
  • Serve as senior escalation point for customers, CS leadership, and executive team; own incident-management program at the program level.
  • Partner across Product, Engineering, CS, Services, Enablement, and Product Marketing for roadmap, scope, and self-serve readiness.

Qualifications

  • Experience leading a B2B SaaS support or CX organization through meaningful delivery changes (tier redesign or shift to partner/offshore).
  • Several years managing managers and developing leaders.
  • Experience managing a support budget and building capacity models for staffing decisions.
  • Ability to define scope boundaries and offer workable alternatives with internal stakeholders.
  • Experience supporting data- or integration-heavy products and credibility with technical counterparts.
  • Experience deploying AI in support with understanding of deflection quality and human-in-the-loop when needed.
  • Experience working with a strong technical operations leader.

Skills

Required:People leadershipBudget managementCapacity planningStakeholder managementAI in support
Nice to have:Premium/enterprise support design

Benefits

  • Health & wellness benefits
  • Equity
  • Other perks and benefits mentioned in the job description
Last updated Sep 17, 2026. Interested? Apply on the company site.

About Attentive

AI-Powered SMS and Email Marketing Platform

Learn more about Attentive—the SMS and email platform that brings your customer interactions to life with advanced AI.

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