Director of 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. Hire, coach, and develop a high-performing Customer Support org. • Set and execute the strategy. Define how Customer Support scales with the business. • Take an AI-first approach. Design how Moby and our AI tooling deflect, triage, and assist. • Run operations against real metrics. Own response time, time-to-resolution, CSAT, deflection, ticket-per-customer, and team productivity. • Stand up support engineering as a discipline. Lead the technical work directly: reproductions, log diving, SQL, API debugging. • Own bug triage end-to-end. Intake, severity model, SLAs, ownership, and reporting. • Partner with Product and Engineering. Be the technical interface to R&D. • Be the senior escalation point for complex customer situations and platform issues. • Build the knowledge layer. Documentation, KB, in-app guidance, and customer education. • Own staffing and capacity — headcount modeling, organizational design, and global coverage across US, EMEA, and APAC. • Set the culture. Customer-first, technically rigorous, accountable, and obsessed with continuous improvement.

🎯 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. • Strong understanding of support operations, workforce planning, service delivery, and customer support best practices. • Experience managing support KPIs, reporting frameworks, and operational dashboards. • Exceptional leadership, coaching, and people development skills. • Strong analytical and problem-solving capabilities, with a data-driven approach to decision-making. • Excellent verbal and written communication skills, with the ability to influence stakeholders across the organization. • Experience supporting e-commerce, analytics, martech, or SaaS products is highly preferred. • Familiarity with Intercom, HubSpot, Intercom, Salesforce, or similar support platforms. • Ability to thrive in a fast-paced, high-growth environment while balancing strategic initiatives with operational execution.

🏖️ Benefits

• Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.