Director of Customer Support

AssetWatch

. Build, scale, and lead AssetWatch’s customer support organization for manufacturing customers .

Posted 11/9/2026full-timeRemote • United States, CanadaLead💰 $146,000 - $183,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and leading high-performing customer support organizations, with a strong focus on metrics such as SLA and CSAT. Proven ability to integrate AI and data analytics into support workflows while ensuring operational stability across diverse teams.

Highest-signal resume keywords

Customer Support LeadershipSLA ManagementCSAT ImprovementAI Integration in SupportManufacturing Operations Understanding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementHardware TroubleshootingSoftware TroubleshootingData AnalyticsProcess DesignPerformance MetricsQuality ReviewsRoot-Cause InvestigationTechnical Support StrategyOperational Planning

Soft Skills

Executive PresenceInfluencing Without AuthorityCollaboration Across Time ZonesCoaching and DevelopmentLeadership Development

Tools & Technologies

Ticketing SystemsKnowledge-Base SystemsRemote-Diagnostics SystemsAI Tools for SupportCustomer Success Platforms

Industry Keywords

B2B SaaSHaaSIoTPredictive MaintenanceAsset-Intensive IndustriesManufacturingTechnical SupportCustomer SuccessField HardwareData Privacy Compliance

Tech Stack

Tools & technologies

IoT

About the role

Key responsibilities & impact

Build, scale, and lead AssetWatch’s customer support organization for manufacturing customers
Lead the reorganization into Tier 1 inbound/live-call support and Tier 2 project-managed technical support
Direct 20 or more support managers, team leads, and engineers across time zones
Establish performance standards, quality reviews, coaching, metrics, operating plans, and headcount planning
Set annual and quarterly support goals and review progress with the executive team
Define span of control, shift coverage, and staffing levels as volume and product lines grow
Run leadership development for Team Leads and Managers
Own support quality and customer effort while reducing repeat contacts and ticket volume
Lead Sev 1 and strategic-account escalations and executive incident reviews
Monitor at-risk tickets, outages, and field hardware or sensor failures
Lead root-cause investigations with hardware, engineering, and field teams
Design processes, playbooks, SOPs, knowledge-base content, and onboarding
Evolve ticketing, knowledge-base, and remote-diagnostics systems and integrate them with CS, sales, and product systems
Lead AI integration for triage, diagnostics, self-service, and agent-assist tools
Serve as liaison between Support, Product, and Engineering to inform reliability priorities
Present quarterly support-health metrics and monthly ticket trends to executives
Partner with Customer Success, Sales, Product, Engineering, and Operations on handoffs and at-risk accounts
Lead support strategy for Mexico and Latin America, including localized language support and follow-the-sun coverage

Requirements

What you’ll need

8+ years in customer or technical support, including B2B SaaS or hardware-enabled SaaS
4+ years in director-level leadership managing 15+ people across multiple supervisory levels
2+ years directly accountable for SLA, CSAT, or quality metrics
3+ years in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar technical B2B sectors strongly preferred
Understanding of incident management and hardware or software troubleshooting in connected devices
Proven track record building high-performing support organizations, recruiting, developing leaders, and creating accountability
Measurable gains in CSAT, SLA compliance, resolution time, and first contact resolution
2+ years leading remote, shift-based, or follow-the-sun teams
Comfort with diagnostics, data analytics, and AI in support workflows
Strong background in well-structured operations and running processes that handle incoming work reliably
Ability to translate field data into technical discussions with engineering
Experience building new structures while keeping operations stable
Executive presence with C-suite audiences, especially during severe incidents
Data-driven ability to turn metrics into operational decisions
Understanding of manufacturing operations, IoT sensors, and asset-intensive industries
Ability to influence across Product, Engineering, and Customer Success without direct authority
Ability to collaborate across time zones and support Mexico and Latin America with localized language support
Maintain compliance with local labor and data privacy rules

Benefits

Comp & perks

Competitive compensation package including stock options
Flexible work schedule
Comprehensive benefits including retirement plan match
Opportunity to make a real impact every day
Work with a dynamic and growing team
Unlimited PTO
Remote-first work environment
Collaboration within core working hours