- Company Name
- Polly
- Job Title
- Director, Customer Support
- Job Description
-
Job title: Director, Customer Support
Role Summary: Lead the strategy, operations, and growth of a customer support organization within a high‑growth SaaS company, scaling teams and processes, driving key service metrics, and integrating advanced support tooling and self‑service solutions to enhance customer experience.
Expectations: • 8+ years of progressive management experience in customer support or service, ideally in a technology or SaaS environment. • Proven track record of scaling support teams through significant customer base expansion and revenue growth (e.g., ARR from $10M to $100M+). • Strong analytical mindset focused on continuous improvement of CSAT, FRT, backlog, and deflection rates. • Demonstrated ability to develop and mentor high‑performing leaders and cultivate a culture of accountability. • Hands‑on expertise with service platforms (e.g., Service Cloud, Zendesk, Salesforce Service Cloud) and a passion for adopting and optimizing support technology.
Key Responsibilities: • Build, inspire, and manage multi‑tier support teams to deliver exceptional service across all customer segments. • Set clear performance baselines, monitor trends, and spearhead initiatives that improve responsiveness, quality, and operational efficiency. • Drive a transition to self‑service, creating guides, knowledge bases, and automated pathways that reduce ticket volume while maintaining premium support. • Translate customer feedback into actionable insights shared with Product, Quality, and Revenue functions to influence product decisions and uncover commercial opportunities. • Design and implement scalable support frameworks, playbooks, and staffing models that align with growth and customer needs. • Lead the adoption and continual improvement of support tooling, ensuring effective utilization across the organization. • Provide coaching and development paths for future leaders, fostering a high‑growth, accountable team culture.
Required Skills: • Leadership & people management (team building, coaching, high‑performance culture). • Data‑driven decision making – ability to analyze CSAT, FRT, backlog, and other operational KPIs. • Technical acumen – experience supporting complex, highly technical SaaS products and building predictable triage processes. • Systems thinker – talent for building scalable infrastructure, optimizing tech stacks, and standardizing processes. • Operational excellence – pragmatic execution mindset with an 80/20 focus. • Strong communication and cross‑functional collaboration with Product, Quality, and Revenue teams.
Required Education & Certifications: • Bachelor’s degree in Business, Computer Science, Information Systems, or related field (or equivalent professional experience).