Director, Customer Support Systems in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Customer Support Systems in United States.

This is a senior technology leadership role responsible for shaping the systems that power global post-sales operations, including Customer Support, Customer Success, and Community functions. You will define and drive the strategy for a complex support technology ecosystem, with a strong focus on Zendesk and its integrations across the broader enterprise stack. The role combines architectural leadership, systems ownership, and cross-functional collaboration to improve customer experience, operational efficiency, and retention outcomes. You will work closely with senior business and technical stakeholders to evolve support operations from reactive workflows into proactive, data-driven systems. This position also plays a key role in embedding automation and AI into support processes at scale. It is ideal for a systems leader who thrives in high-growth, distributed environments and enjoys solving complex operational challenges with measurable business impact.

• Lead the strategy, architecture, and execution of the global post-sales systems ecosystem supporting Customer Support, Customer Success, and Community operations.
• Own and optimize the Zendesk platform, ensuring high availability, scalable case routing, and effective integration with enterprise systems.
• Define and deliver a long-term roadmap for post-sales systems aligned with business objectives such as retention, expansion, and customer experience improvement.
• Partner with post-sales leadership to evolve support operations toward proactive models, including self-service, automation, and case deflection strategies.
• Design and improve end-to-end customer lifecycle systems, including onboarding, case management, renewals, and customer health workflows.
• Drive integration across platforms such as Salesforce, Gainsight, and internal data systems to ensure consistent and reliable customer data flow.
• Lead the adoption of AI and automation capabilities to improve operational efficiency, triage, routing, and support performance.
• Collaborate with Data and BI teams to strengthen reporting frameworks, dashboards, and customer health insights.
• Mentor and develop a distributed team of systems professionals, fostering ownership, documentation discipline, and continuous improvement.
• Establish governance and operational best practices for enterprise support systems to ensure scalability and reliability.

Requirements:

• Extensive experience in Enterprise Applications, Business Systems, or IT leadership within a high-growth SaaS or B2B software environment.
• Strong understanding of post-sales processes including Customer Support, Customer Success, renewals, and customer lifecycle management.
• Proven experience owning or leading platforms such as Zendesk, Salesforce Service Cloud, or Gainsight, including configuration, optimization, and governance.
• Experience designing and managing integrations between customer success platforms, CRM systems, and enterprise data infrastructure.
• Strong ability to translate business needs into scalable technical system solutions and operational workflows.
• Advanced analytical skills with experience working with dashboards, data models, health scoring, and customer metrics.
• Demonstrated success leading globally distributed, remote-first teams across engineering, systems, or operations functions.
• Strong communication and stakeholder management skills, with the ability to influence senior leadership.
• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent practical experience.
• Familiarity with AI, automation, or modern support technologies is a strong plus.

Benefits:

• Competitive salary range of 152,800 to 259,200 USD, depending on experience and location.
• Potential eligibility for equity compensation and performance-based incentives.
• Flexible paid time off policy to support work-life balance.
• Comprehensive healthcare coverage including medical, dental, and vision benefits.
• Parental leave and family support programs.
• Home office support and remote work flexibility.
• Equity compensation and employee stock purchase opportunities.
• Professional development funding to support career growth and learning.
• Inclusive, remote-first culture with global collaboration across time zones.
• Employee resource groups supporting diversity and inclusion initiatives.