Director, Customer Support

Attentive
United States, United Kingdom, Australia
Workplace: OnsiteFull timeUSD 155,000 - 175,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Leadership","Strategic operations","Stakeholder management","Budgeting","Process design"]

Own delivery of the customer support experience by leading support operations across the US, UK, and Australia. You’ll define the operating model and quality bar (tier design, SLOs, QA, and KPIs), manage offshore/partner capacity, and build budget and capacity plans tied to volume. Create a premium, tier-based support offering with clear scope boundaries, establish Support Engineering as a discipline, and serve as a senior escalation point.

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FursaFursa
Attentive
Attentive
1 day ago

Director, Customer Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own delivery of the customer support experience by leading support operations across the US, UK, and Australia. You’ll define the operating model and quality bar (tier design, SLOs, QA, and KPIs), manage offshore/partner capacity, and build budget and capacity plans tied to volume. Create a premium, tier-based support offering with clear scope boundaries, establish Support Engineering as a discipline, and serve as a senior escalation point.
Location: United States, United Kingdom, Australia
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Director level

Key Responsibilities

  • •Lead the Support management team across the US, UK, and Australia, managing Support Managers and a Team Lead structure and hiring/developing leaders.
  • •Own the operating model: set tier design (L1/L2/L3), define stateside vs offshore coverage, and sequence transitions while maintaining standards.
  • •Manage offshore/partner capacity, including partner performance cadence, contracting/vendor support, and ensuring quality and SLO parity.
  • •Own budget and capacity planning by building cost and staffing models that tie volume to SLO attainment and annual planning.
  • •Set the quality bar and customer-facing commitments: define KPI/SLO framework, QA program, premium tier-based SLAs, and act as the senior escalation point.

Pay and Benefits

Salary: USD 155,000 - 175,000 annually
Perks:Equity

Key Requirements

  • •Experience leading B2B SaaS support or CX through a meaningful change in how work is delivered (e.g., tier redesign or transition to partners/offshore teams).
  • •Several years of experience managing managers and developing strong leaders.
  • •Experience managing support budgets and building capacity models that inform staffing decisions.
  • •Track record of holding clear scope boundaries with internal stakeholders while offering workable alternatives.
  • •Credibility running support for data- or integration-heavy products, plus experience deploying AI in a support context (deflection quality, failure modes, human-in-the-loop).
Experience:B2B SaaSCXSupport operationsData-heavy productsIntegration-heavy products
Skills:LeadershipStrategic operationsStakeholder managementBudgetingProcess design
Tech Stack:AIDeflectionAgent assistQuality managementZendeskAssembledLooker

Company Brief

Attentive
Provides a mobile messaging and personalization platform that helps brands engage customers via SMS, email, and onsite messaging to drive sales, retention, and personalized marketing at scale.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York, United States
Founded: 2016
WebsiteLinkedIn