Director of Customer Support

Job not on LinkedIn

🔥 10 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $146k - $183k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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AssetWatch

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

☁️ SaaS

🔧 Hardware

🏭 Manufacturing

SaaS • Hardware • Manufacturing

AssetWatch is an industrial asset condition-monitoring and predictive maintenance platform. It combines hardware sensors (continuous and route-based vibration monitoring, electrical monitoring, oil analysis and connected devices) with SaaS software capabilities — including AI plus human expert review and integrations — to give enterprise operators one view of equipment health. AssetWatch targets industrial/manufacturing customers (chemicals, food & beverage, forestry/building materials, metals, mining, pharmaceuticals, plastics, pulp & paper, water/wastewater) and monitors assets such as pumps, motors, gearboxes, fans, blowers and compressors to reduce downtime and enable predictive maintenance.

📋 Description

• Build, scale, and lead AssetWatch’s customer support organization for manufacturing customers • Lead the reorganization into Tier 1 inbound/live-call support and Tier 2 project-managed technical support • Direct 20 or more support managers, team leads, and engineers across time zones • Establish performance standards, quality reviews, coaching, metrics, operating plans, and headcount planning • Set annual and quarterly support goals and review progress with the executive team • Define span of control, shift coverage, and staffing levels as volume and product lines grow • Run leadership development for Team Leads and Managers • Own support quality and customer effort while reducing repeat contacts and ticket volume • Lead Sev 1 and strategic-account escalations and executive incident reviews • Monitor at-risk tickets, outages, and field hardware or sensor failures • Lead root-cause investigations with hardware, engineering, and field teams • Design processes, playbooks, SOPs, knowledge-base content, and onboarding • Evolve ticketing, knowledge-base, and remote-diagnostics systems and integrate them with CS, sales, and product systems • Lead AI integration for triage, diagnostics, self-service, and agent-assist tools • Serve as liaison between Support, Product, and Engineering to inform reliability priorities • Present quarterly support-health metrics and monthly ticket trends to executives • Partner with Customer Success, Sales, Product, Engineering, and Operations on handoffs and at-risk accounts • Lead support strategy for Mexico and Latin America, including localized language support and follow-the-sun coverage

🎯 Requirements

• 8+ years in customer or technical support, including B2B SaaS or hardware-enabled SaaS • 4+ years in director-level leadership managing 15+ people across multiple supervisory levels • 2+ years directly accountable for SLA, CSAT, or quality metrics • 3+ years in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar technical B2B sectors strongly preferred • Understanding of incident management and hardware or software troubleshooting in connected devices • Proven track record building high-performing support organizations, recruiting, developing leaders, and creating accountability • Measurable gains in CSAT, SLA compliance, resolution time, and first contact resolution • 2+ years leading remote, shift-based, or follow-the-sun teams • Comfort with diagnostics, data analytics, and AI in support workflows • Strong background in well-structured operations and running processes that handle incoming work reliably • Ability to translate field data into technical discussions with engineering • Experience building new structures while keeping operations stable • Executive presence with C-suite audiences, especially during severe incidents • Data-driven ability to turn metrics into operational decisions • Understanding of manufacturing operations, IoT sensors, and asset-intensive industries • Ability to influence across Product, Engineering, and Customer Success without direct authority • Ability to collaborate across time zones and support Mexico and Latin America with localized language support • Maintain compliance with local labor and data privacy rules

🏖️ Benefits

• Competitive compensation package including stock options • Flexible work schedule • Comprehensive benefits including retirement plan match • Opportunity to make a real impact every day • Work with a dynamic and growing team • Unlimited PTO • Remote-first work environment • Collaboration within core working hours

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