Director, Customer Support

Attentive

. Lead the Support management team across the US, UK, and Australia .

Posted 10/26/2026full-timeNew York City • New York • United StatesLead💰 $155,000 - $200,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading B2B SaaS support organizations, with a focus on tier redesign, capacity planning, and performance standards. Proven ability to manage budgets, develop leaders, and implement AI solutions in support contexts.

Highest-signal resume keywords

B2B SaaS Support LeadershipCapacity PlanningSupport Budget ManagementAI Deployment in SupportTiered Support Offering Design

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Support Operating Model DefinitionKPI and SLO SettingIncident ManagementPerformance Standards FrameworkData Integration Management

Soft Skills

Stakeholder ManagementLeadership DevelopmentEscalation Management

Tools & Technologies

ZendeskAssembledLooker

Industry Keywords

MartechEcommerceAnalyticsFollow-the-Sun Coverage

About the role

Key responsibilities & impact

Lead the Support management team across the US, UK, and Australia
Define the support operating model, including tier design, regional coverage, offshore versus stateside work, and peak-period operations
Manage offshore and partner capacity and maintain quality and SLO parity
Own the headcount model, BPO spend, tooling spend, cost model, and capacity planning
Set the KPI, SLO, QA, and performance standards framework
Design and launch a premium/enterprise support offering with tier-based SLAs
Establish Support Engineering as a discipline and define its leadership model, technical bar, career path, and relationship with Engineering
Serve as senior escalation point for customers, CS leadership, and executives
Own the CS incident-management program at the program level
Partner with Product, Engineering, CS, Services, Enablement, and Product Marketing on supportability, scope, handoffs, self-serve, and launch readiness

Requirements

What you’ll need

Experience leading a B2B SaaS support or CX organization through a meaningful change in how work is delivered, such as a tier redesign or transition to partner or offshore teams
Several years of experience managing managers and developing strong leaders
Experience managing a support budget and building capacity models that inform staffing decisions
Track record of holding clear scope boundaries with internal stakeholders while offering workable alternatives
Experience running support for a data- or integration-heavy product, where data discrepancies and integration failures are common issues
Experience deploying AI in a support context, including understanding deflection quality, failure modes, and where humans need to remain in the loop
Experience working alongside a strong, technical operations leader
Martech, ecommerce, or analytics background (nice to have)
Familiarity with Zendesk, Assembled, and Looker (nice to have)
Experience designing or launching a premium or tiered support offering (nice to have)
Follow-the-sun coverage experience across US, UK, and Australia (nice to have)

Benefits

Comp & perks

Competitive perks and benefits
Health and wellness benefits
Equity
Reasonable accommodations for candidates with disabilities
Employee resource groups (AWAKE)