- Lead Athos Commerce’s global Customer Support function and establish consistent support excellence across regions
- Build and maintain a responsive, consistent global support operation
- Establish service levels across support queues and create accountability for frontline support teams
- Develop escalation processes that move customer issues quickly to appropriate teams
- Track and report support KPIs to the Senior Leadership Team, including response times, resolution times, escalations, and customer satisfaction
- Partner with Engineering, Product, Customer Success, Professional Services, and Implementation to resolve complex customer issues
- Increase the technical capability of the support team through coaching, training, and development
- Develop playbooks, training materials, knowledge resources, and processes that improve support quality and consistency
- Apply AI-assisted workflows to improve support speed and accuracy while maintaining human oversight and customer trust
- Identify opportunities to improve support processes, tooling, and automation as the organization scales
- Coordinate with Professional Services to ensure smooth implementation-to-support handoffs and a consistent post-launch customer experience
- Own support service levels, processes, performance reporting, team development, and continuous improvement initiatives
- Create a scalable support organization that strengthens customer trust and satisfaction
Requirements
- Leadership experience in customer support, technical support, or a similar function within a B2B SaaS company
- Experience building, scaling, or improving global support operations
- Demonstrated experience leading and developing customer or technical support teams
- Experience establishing and managing SLAs, support queues, escalation processes, and performance standards
- Strong technical aptitude with the ability to understand complex customer issues and develop technical capabilities within a team
- Experience managing cross-functional escalations involving Engineering, Product, Customer Success, or Professional Services
- Strong understanding of support KPIs and experience using data to improve team and operational performance
- Practical understanding of AI-enabled support workflows and automation
- Excellent customer communication, judgment, and leadership skills
- Experience supporting ecommerce or commerce technology products is a plus
Core Competencies
Demonstrates strong leadership in building and scaling global customer support operations, with a focus on establishing service levels, managing performance metrics, and enhancing team capabilities through training and development. Proficient in leveraging AI-assisted workflows and data-driven insights to improve support processes and customer satisfaction.
Highest-signal resume keywords
- Leadership Experience In Customer Support
- Experience Building Global Support Operations
- Establishing And Managing SLAs
- Strong Technical Aptitude
- Understanding Of Support KPIs
Hard Skills
- Customer Support Management
- Technical Support Leadership
- SLA Management
- Escalation Process Development
- Performance Reporting
- AI-Enabled Support Workflows
- Data Analysis For Performance Improvement
- Team Development And Coaching
- Support Process Improvement
- Automation Implementation
Soft Skills
- Excellent Customer Communication
- Judgment
- Leadership Skills
Industry Keywords
- B2B SaaS
- Ecommerce Support
- Commerce Technology
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Director of Customer Support Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
