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What is the role of a Director of Support at Jobgether?

The Director of Support position at Jobgether is a Full-time or part-time position opportunity in the Medical field.

Where is this Director of Support job located?

United States, Other / Non-US, United States

What type of employment is offered for this Director of Support role?

Full-time or part-time position

What is the expected salary for this Director of Support job?

Compensation will be discussed during the hiring process.

Director of Support job near me in United States, Other / Non-US at Jobgether

Director of Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Support based in United States.

This role is a senior leadership opportunity responsible for shaping and scaling a high-performing technical support organization serving a specialized SaaS ecosystem in the sports and athletics industry.
You will define the vision, structure, and execution strategy for customer support operations, ensuring exceptional service delivery across a diverse client base.
The position plays a critical role in driving customer satisfaction, retention, and operational excellence through data-driven decision-making and KPI ownership.
You will lead initiatives that blend human support expertise with emerging AI-driven tools to improve efficiency, deflect volume, and elevate self-service capabilities.
A key aspect of the role involves close collaboration with Product and Engineering teams to influence roadmap priorities based on customer insights and support trends.
You will also oversee incident management, ensuring clear communication and rapid resolution during high-impact service disruptions.
This is a highly visible leadership role focused on scaling support excellence, developing talent, and continuously improving the customer experience in a fast-paced SaaS environment.

Accountabilities:

Define and manage the overall support strategy, ensuring alignment with customer experience goals and business priorities
Lead, coach, and develop a distributed support team, fostering accountability, engagement, and continuous professional growth
Own key performance indicators such as CSAT, FCR, average resolution time, and AI-driven deflection and resolution metrics
Design and optimize AI-powered support workflows, including chatbot and self-service solutions, to improve efficiency and scalability
Oversee support platforms and tooling such as ticketing systems, CRM environments, knowledge bases, and escalation workflows
Manage incident response and communication during outages, ensuring timely updates to customers and stakeholders
Analyze support data to identify trends, root causes, and opportunities for product and process improvements
Partner closely with Product and Engineering teams to reduce recurring issues and improve product usability
Ensure high-quality documentation, knowledge base content, and self-service resources for end users
Manage support budgets, staffing plans, and operational resources to ensure cost-effective service delivery

Requirements:

8+ years of experience in SaaS customer support, technical support, or customer success environments
5+ years of leadership experience managing high-volume or 24/7 support teams with proven coaching and team development success
Strong hands-on experience with support platforms such as Salesforce Service Cloud and ticketing systems like Jira
Demonstrated experience implementing or managing AI-driven support tools, chatbots, or automation solutions in production environments
Strong understanding of support KPIs, SLA management, and data-driven operational decision-making
Experience working with conversational AI concepts such as prompt engineering, RAG, and knowledge base optimization
Background in sports, collegiate athletics, or higher education environments strongly preferred
Excellent leadership, communication, and stakeholder management skills
Ability to translate complex support data into actionable insights for product and engineering teams
Strong technical aptitude and understanding of SaaS platforms, web systems, and customer-facing tools

Benefits:

Competitive compensation package aligned with senior leadership roles in the SaaS industry
Comprehensive health, dental, and vision insurance for employees and eligible dependents
Flexible remote work environment across the United States
Retirement savings plans with employer contributions
Paid time off and generous leave policies supporting work-life balance
Professional development and leadership growth opportunities
Exposure to cutting-edge AI tools and modern customer support technologies
Opportunity to shape and scale a global support organization in a high-growth SaaS environment

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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Director of Support in United States at Jobgether

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