Director of Customer Support

🕒 September 12

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Athos Commerce

WebsiteLinkedInAll Job Openings

201 - 500 employees

🛍️ eCommerce

☁️ SaaS

🤖 Artificial Intelligence

💰 $12M Series A - Klevu on 2021-04

eCommerce • SaaS • Artificial Intelligence

<Athos Commerce> is an AI-powered commerce platform that provides unified product discovery and merchandising tools for online retailers and brands. It offers site search, personalized recommendations, merchandising controls, predictive product bundling, data feed management, marketplace and social commerce integrations, and analytics to optimize conversions, average order value, and multichannel reach.

📋 Description

• 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

🏖️ Benefits

• Open PTO • Company-paid health, dental, and vision insurance • Medical and dependent care flexible spending accounts (FSA) • Company-paid Short Term and Long Term Disability coverage • Company-paid Life and AD&D coverage • Voluntary benefits, including critical illness, accident insurance, legal services, and pet insurance • 401(k) plan with employer match • Flexible work environment: work from one of our offices, hybrid, or remote