Director, Customer Support

Calendly
Anywhere
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 8+ yearsEducation: bachelorsSkills: ["Leadership","Communication","Interpersonal skills","Collaboration","Data-driven decision-making"]

Lead and scale the customer support function by shaping its strategy, overseeing delivery across email, chat, phone, and in-app channels, and ensuring consistent, scalable customer experiences. Drive operational excellence using support metrics and KPIs, manage budgets and resources, and handle escalations and critical incidents. Partner with Customer Success, Product, Engineering, and Sales to improve the product and support experience through data-driven insights, automation, and self-service initiatives.

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FursaFursa
Calendly
Calendly
1 month ago

Director, Customer Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead and scale the customer support function by shaping its strategy, overseeing delivery across email, chat, phone, and in-app channels, and ensuring consistent, scalable customer experiences. Drive operational excellence using support metrics and KPIs, manage budgets and resources, and handle escalations and critical incidents. Partner with Customer Success, Product, Engineering, and Sales to improve the product and support experience through data-driven insights, automation, and self-service initiatives.
Location: Anywhere
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Director level

Key Responsibilities

  • •Develop and execute a customer support strategy aligned with company goals, focusing on customer satisfaction, retention, and operational excellence.
  • •Lead, mentor, and scale customer support teams; foster collaboration, accountability, and continuous improvement.
  • •Oversee daily operations across support channels (email, chat, phone, in-app) to ensure timely resolution and high-quality interactions.
  • •Establish, monitor, and report on support metrics and KPIs (response times, CSAT, NPS, ticket backlog, escalation rates) to drive continual improvement.
  • •Partner cross-functionally to champion the voice of the customer and drive enhancements, automation, self-service, and proactive support initiatives.
Travel: Low travel

Pay and Benefits

Equity and Bonus:Equity
Perks:Annual BonusEquity

Key Requirements

  • •Bachelor’s degree or equivalent work experience.
  • •8+ years in customer support/customer service, including 3+ years of people management at the manager or director level.
  • •Proven experience building, leading, and scaling customer support teams in SaaS or fast-paced environments.
  • •Demonstrated operational excellence using metrics, data, and customer insights to improve support performance.
  • •Experience with customer support technology platforms such as CRM, ticketing systems, chat, and analytics tools (e.g., Zendesk, Salesforce Service Cloud, Intercom).
Experience:8+ yearsSaaSTechnology
Education:Bachelor's
Skills:LeadershipCommunicationInterpersonal skillsCollaborationData-driven decision-making
Languages:English
Tech Stack:ZendeskSalesforce Service CloudIntercomCRMTicketing systemsChatAnalytics toolsKnowledge basesChatbots

Company Brief

Calendly
Provides a cloud-based scheduling platform that automates meeting coordination, calendar management, and appointment booking for businesses and professionals to eliminate back-and-forth scheduling.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Atlanta, United States
Founded: 2013
WebsiteLinkedIn