Director Customer Support

SecurityScorecard
New York, Austin
Workplace: HybridFull timeUSD 170,000 - 185,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Customer obsession","Analytical thinking","Cross-functional collaboration","Listening skills","People leadership"]

Own and evolve the customer support function as an AI-native leader at the intersection of support, customers, and engineering. Lead and develop a high-performing team, using AI to triage, resolve, and route cases faster while preserving high-value human judgment. Drive time-to-value improvements, analyze support data for patterns and trends, partner with Product and Engineering on fixes, and manage escalations tied to CSAT, time to resolution, retention, and growth.

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FursaFursa
SecurityScorecard
SecurityScorecard
1 day ago

Director Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Own and evolve the customer support function as an AI-native leader at the intersection of support, customers, and engineering. Lead and develop a high-performing team, using AI to triage, resolve, and route cases faster while preserving high-value human judgment. Drive time-to-value improvements, analyze support data for patterns and trends, partner with Product and Engineering on fixes, and manage escalations tied to CSAT, time to resolution, retention, and growth.
Location: New York, Austin
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Director level

Key Responsibilities

  • •Lead and develop a high-performing support team, building an AI-enabled operating model for faster triage, resolution, and routing.
  • •Reduce time to value and remove friction across every customer support touchpoint.
  • •Identify internal blockers across tooling, process, staffing, and cross-team handoffs; partner with Product on the support roadmap and feed customer signals back to shipped fixes.
  • •Analyze support case data to find patterns and emerging trends, and partner with Engineering to prevent escalations and repeat issues.
  • •Build and maintain escalation management, join high-value customer calls, define support performance metrics (CSAT, time to resolution, time to value, escalation rate), and connect support to NRR and GRR outcomes.

Pay and Benefits

Salary: USD 170,000 - 185,000 annually
Equity and Bonus:Equity
Perks:Health InsurancePaid LeaveParental LeaveLearning BudgetEquity

Key Requirements

  • •Experience leading a support, customer success, or technical services team with a track record of measurably improving customer experience metrics.
  • •Fluency with AI tools in a support context, implementing or scaling AI-assisted triage, drafting, knowledge retrieval, or case deflection.
  • •Strong analytical instincts to dig into case data for root causes and trends.
  • •Collaborative, cross-functional operating style partnering with Product, Engineering, and GTM teams.
  • •Strong people leadership skills including hiring, coaching, and performance management with a customer-centric culture.
Skills:Customer obsessionAnalytical thinkingCross-functional collaborationListening skillsPeople leadership
Tech Stack:AISalesforceServiceCloudZendeskZapierClaudeSnowflakePython

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

SecurityScorecard
Provides a cybersecurity ratings platform that continuously assesses and monitors organizations' and third-party vendors' security posture using external data and analytics to help enterprises manage risk, prioritize remediation, and inform vendor risk decisions.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: New York, United States
Founded: 2013
WebsiteLinkedIn