Director of Customer Support

Job not on LinkedIn

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $120k - $152k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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Triple Whale 🐳

WebsiteLinkedInAll Job Openings

51 - 200 employees

🛍️ eCommerce

☁️ SaaS

🤖 Artificial Intelligence

eCommerce • SaaS • Artificial Intelligence

Triple Whale is a comprehensive data platform designed for business intelligence, analytics, and marketing efficiency. It consolidates first-party and zero-party data into a single source of truth, offering brands reliable insights and powerful tools for data-driven decisions. Its features include AI-powered insights with Moby, customizable dashboards, forecasting tools, and integration with various e-commerce and marketing platforms. Trusted by over 20,000 brands, Triple Whale facilitates strategic growth, operational efficiency, and enhanced customer engagement through advanced data analytics and automation solutions.

📋 Description

• Lead the team and develop a high-performing Customer Support organization. • Set and execute the strategy for scaling Customer Support with the business. • Take an AI-first approach to design how AI tooling assists in support. • Own response time, time-to-resolution, and team productivity metrics. • Stand up support engineering as a discipline with direct technical work. • Own bug triage end-to-end and provide real-time reporting on issues. • Partner with Product and Engineering to influence the customer-driven roadmap. • Be the senior escalation point for complex customer situations. • Build a knowledge layer for self-serve resolution and customer education. • Own staffing, capacity, and organizational design to support growth. • Set a culture that is customer-first and technically rigorous.

🎯 Requirements

• 8+ years of experience in Customer Support, Customer Experience, or Customer Operations within a SaaS environment. • 3+ years of experience leading managers and building high-performing support teams. • You've actually shipped AI in a support context — not as a roadmap slide. • You've built or rebuilt a B2B SaaS support function through a hyper-growth or platform-complexity phase. • Strong understanding of support operations and best practices. • Experience managing support KPIs, reporting frameworks, and operational dashboards. • Demonstrated ability to partner effectively with Product and Engineering teams. • Exceptional leadership, coaching, and people development skills. • Strong analytical and problem-solving capabilities. • Excellent verbal and written communication skills.

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off • Flexible work hours • Professional development opportunities