Senior Director, Customer Support

Job not on LinkedIn

🕒 October 1

🇺🇸 United States – Remote

💵 $155k - $195k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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McKinsey & Company

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

🤝 B2B

🏢 Enterprise

Consulting • B2B • Enterprise

McKinsey & Company is a global management consulting firm that advises corporations, governments, and institutions on strategy, operations, technology, and organizational transformation. The firm provides industry-specific expertise across many sectors, offers capabilities in Tech & AI, and publishes research and insights (the McKinsey Podcast and McKinsey Insights) while also running social-impact and skill-building programs (McKinsey. org). McKinsey helps clients with large-scale performance improvement, digital and AI adoption, and workforce and societal-impact initiatives.

📋 Description

• Lead the transformation of the Customer Support organization into an innovative, proactive, and strategic business function • Own Customer Support end to end, including Tier 1–2 support, knowledge management, and support operations • Set and run metrics including CSAT, first response and resolution time, backlog aging, contact rate per customer, and cost per ticket • Redesign workflows and automation, then select and deploy support tooling including AI-assisted triage and deflection • Build a resourcing model to maintain quality and response time through turnover and growth • Establish escalation paths across Support, Implementation Services, Product, and Customer Success • Improve ticket data quality, tagging, taxonomy, and reporting • Feed ticket, churn, and pipeline data to Product and executive leadership and build roadmap business cases • Partner with Implementation Services, Product Education, Data Integration, and Customer Success on handoffs and shared customers • Own onboarding and training practices to reduce ramp time and improve first-contact resolution • Build and coach a leadership bench and develop internal talent • Contribute to the annual budget covering headcount, tooling, and cost-to-serve • Report to the COO

🎯 Requirements

• 7+ years in customer support • 3+ years leading managers or leads • Ideally experience at a B2B SaaS company between $40M and $150M ARR • Record of measurable results, such as lower contact rate, better CSAT, or reduced cost-to-serve • Hands-on experience deploying automation or AI in support • Experience turning support data into product prioritization acted on by engineering • Experience building capacity and staffing models for a support organization • Comfort operating with autonomy and influencing peers without formal authority • Experience with a modern support platform, such as Zendesk or equivalent • Experience with a CRM, such as Salesforce or equivalent • HR tech, HCM, or ATS experience is a plus

🏖️ Benefits

• Freedom and flexibility • Flexible vacation • Medical, dental, and vision insurance • 401(k) with match • Pet insurance • Professional growth and internal promotion opportunities • Collaboration tools • Virtual coffee breaks • ClearCo mentor access • Training sessions with Learning Managers

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