Position Summary We're seeking a Director of Software Support to lead the strategy, performance, and continued evolution of our Software Support organization. This highly visible leadership role will oversee teams supporting Foundation's SaaS-based accounting and payroll solutions, with a focus on delivering exceptional customer experience on scale.
The Director will build and develop high-performing teams, establish strategies that improve case resolution and operational efficiency, and leverage data and customer insights to drive continuous improvement. Collaborating closely with leaders across the organization, this individual will help shape the future of Software Support while ensuring our customers receive responsive, knowledgeable, and effective support.
The ideal candidate is an experienced SaaS support leader who combines strategic thinking with operational execution and has a proven ability to develop leaders, scale support operations, and turn customer and performance data into meaningful improvements.
Essential Functions and Responsibilities- Lead, mentor, and develop a high-performing Software Support organization, including Managers, Supervisors, and Support Representatives.
- Establish clear performance objectives, KPIs, and departmental goals; ensure consistent tracking, accountability, and successful execution.
- Serve as the voice of the customer across the organization, advocating for client needs and ensuring feedback informs product development and service enhancements.
- Partner cross-functionally with Product, Engineering, Operations, and other department leaders to drive process improvements, streamline communication, and accelerate issue resolution.
- Provide support for complex or escalated client issues, ensuring timely and comprehensive resolution.
- Oversee attendance, performance management, and all HR-related matters for the Support organization.
- Ensure accurate documentation and communication of product defects and enhancement requests to Analyst Role/Development through established processes and systems.
- Maintain deep expertise in product functionality, new modules, and relevant industry trends to guide team performance and strategic direction.
- Oversee the accurate tracking and documentation of customer interactions within phone systems, ensuring compliance with SOPs and quality standards.
- Communicate high impact escalations and operational risks to senior leadership with clear recommendations and action plans.
- Drive the continuous improvement of the Support team's training and professional development programs.
- Monitor and evaluate customer satisfaction surveys, call recordings, and quality metrics to identify coaching opportunities and systemic improvements.
- Develop, implement, and refine customer satisfaction metrics and service level standards.
- Manage at-risk customer accounts in partnership with cross-functional stakeholders to protect retention and revenue.
- Lead strategic initiatives and special projects that enhance operational effectiveness and customer experience.
- Ensure all departmental activities are conducted with professionalism, responsiveness, and a collaborative, customer centric mindset.
Required Skills and Experience- 8+ years in customer support/customer operations, with 3-5+ years in leadership roles.
- Proven track record building and scaling high-performing, multi-tier support teams.
- Experience managing KPIs such as CSAT, SLA, FCR, etc.
- Experience implementing and optimizing support platforms like Salesforce Service Cloud, and Genesys Salesforce Softphone.
- Expertise in process design, workflow optimization, and escalation management.
- Data driven mindset with advanced reporting, forecasting, and workforce planning experience.
- Strong cross-functional collaboration with Product, Development, Implementation, Education, and Customer Success teams.
- Background in SaaS or technology environments with experience in troubleshooting.
- Demonstrated ability to drive continuous improvement, automation, and self-service initiatives.
- Excellent leadership, communication, and problem-solving skills with both customers and coworkers.
- Ability to logically resolve problems that arise during daily duties and provide suggestions for resolution.
- Working knowledge of Microsoft Office and Windows-based applications.
- Ability to demonstrate sound judgment in crisis situations.
- Valid driver's license with a driving record acceptable to the company's insurance carrier.
Other employee rewards include tickets to Cleveland sporting events, a variety of lunch and learns, and various employee-appreciation events throughout the year. Benefits include paid vacation, paid holidays, 401(k) with match, and tuition reimbursement, plus medical, eye and dental. Now offering discounts on pet, home, and auto insurance through Liberty Mutual!
