Senior Director, Customer Support

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Calendly

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

☁️ SaaS

⚡ Productivity

🏢 Enterprise

💰 $3.5G Series B on 2021-01

SaaS • Productivity • Enterprise

Calendly is a leading scheduling platform, trusted by over 100,000 organizations worldwide, including 86% of Fortune 500 companies. It simplifies the process of scheduling meetings through integrations with Google Calendar, Microsoft Outlook, and other calendar systems. Calendly offers tools for automated meeting reminders, follow-ups, and customizable scheduling options, making it suitable for individual users and enterprise organizations alike. With features like video conferencing tool integration, custom event types, and comprehensive admin management, it supports a seamless scheduling experience and boosts productivity across teams. Calendly’s platform integrates with over 70 other tools to enhance workflow efficiencies, offering solutions for individuals, teams, and enterprise-level clients.

📋 Description

• Develop and execute a customer support strategy aligned with company goals, prioritizing customer satisfaction, retention, and operational excellence. • Lead, mentor, and scale customer support teams, fostering a culture centered on collaboration, accountability, and continuous improvement. • Oversee daily operations across support channels, including email, chat, phone, and in-app support, ensuring timely resolution and high-quality interactions. • Establish, monitor, and report on support metrics and KPIs, such as response times, CSAT, NPS, ticket backlog, and escalation rates. • Collaborate with cross-functional partners, including Customer Success, Product, Engineering, and Sales, to champion the voice of the customer and drive enhancements to the product and support experience. • Analyze support data and customer feedback to identify trends, root causes, and opportunities for process or product improvement. • Design and optimize workflows, tools, and knowledge resources to support scalability as the customer base grows. • Oversee training and development programs, ensuring team members have the knowledge and skills to deliver excellent support. • Manage support budgets, resource planning, and vendor relationships as needed. • Handle escalated customer issues and critical incidents, ensuring prompt resolution and appropriate communication with stakeholders. • Partner cross-functionally to drive initiatives focused on automation, self-service, and proactive support that reduce friction and enhance customer value.

🎯 Requirements

• Bachelor’s degree or equivalent work experience. • 8+ years of experience in customer support or customer service roles, including 3+ years of people management at the manager, director, or senior director level. • Proven track record of building, leading, and scaling customer support teams in SaaS, technology, or fast-paced environments. • Demonstrated success with operational excellence, using metrics, data, and customer insights to inform strategy and improvements. • Experience with customer support technology platforms, including CRM, ticketing, chat, and analytics tools such as Zendesk, Salesforce Service Cloud, or Intercom. • Strong leadership, communication, and interpersonal skills, with the ability to inspire and develop teams.

🏖️ Benefits

• Top Performer Bonus program (or Sales incentive) • equity awards • competitive benefits