SENIOR DIRECTOR, CUSTOMER SUPPORTReporting to the COO, the Senior Director of Customer Support will lead the transformation of the Customer Support organization into an innovative, proactive, and strategic business function. This leader will be responsible for developing and executing forward-thinking strategies that drive operational efficiency, elevate service quality, and deliver an exceptional customer experience.
The salary for this base role will be between $155,000- $195,000 with a bonus of up to 15% of annual salary.
WHAT YOU'LL DO- Own Customer Support end to end: Tier 1-2 support, knowledge management, and support operations.
- Set and run the metrics that matter: CSAT, first response and resolution time, backlog aging, contact rate per customer, and cost per ticket.
- Redesign workflows and automation before adding tools, then select and deploy the tooling that earns its cost, including AI-assisted triage and deflection.
- Build a resourcing model that keeps quality and response time steady through turnover and growth.
- Establish clear escalation paths with defined owners across Support, Implementation Services, Product, and Customer Success.
- Improve ticket data quality (tagging, taxonomy, reporting) so volume and root causes are visible across the business.
- Feed ticket, churn, and pipeline data to Product and executive leadership, and build business cases that shape roadmap priorities.
- Partner with Implementation Services, Product Education, Data Integration, and Customer Success on handoffs and shared customers.
- Own onboarding and training practices that cut ramp time and raise first-contact resolution.
- Build and coach a leadership bench, and develop internal talent into larger roles.
- Contribute to the annual budget with a clear view of headcount, tooling, and cost-to-serve.
WHAT WE'D LIKE YOU TO HAVE- 7+ years in customer support, with 3+ leading managers or leads, ideally at a B2B SaaS company between $40M and $150M ARR.
- A record of measurable results: lower contact rate, better CSAT, or reduced cost-to-serve, with numbers you can walk us through.
- Hands-on experience deploying automation or AI in support and knowing what worked and what did not.
- Experience turning support data into product prioritization that engineering acted on.
- Experience building capacity and staffing models for a support organization.
- Comfort operating with autonomy and influencing peers without formal authority.
- Experience with a modern support platform (Zendesk or equivalent) and a CRM (Salesforce or equivalent).
- HR tech, HCM, or ATS experience is a plus.
WHAT YOU WILL LOVE ABOUT ClearCo- The people! Our employees and customers consistently express the best thing about ClearCo is our close-knit, exceptionally talented team. Check out our G2 reviews to see what people are saying about our solutions.
- A commitment to inclusion & belonging. Engagement = Inclusion. Your uniqueness powers our vision of a world where organizations perform optimally with empowered managers and engaged employees. Not only will you transform how we do business, but you will be a catalyst to change the world of work for our 3,000+ customers.
- Outstanding benefits. Flexible vacation, medical/dental/vision, 401k with match, and even pet insurance. We've got your back so you can live your best life. See the full list here.
- It's about Listening to Many and Executing as One: We listen to many voices then we stack hands and move forward as one team. Learn more about all our core values here
- Professional growth. We have promoted 24% of our team members annually compared to 11% across the industry and open new roles to our employees first.
- Our environment! We celebrate success and believe in transparency and teamwork to get us there. We invest in collaboration tools so you can meet with your team face to face. You can even drop in for a virtual coffee break, connect with your ClearCo mentor, or jump into a training session with our Learning Managers. Learn more here or check out our Great Places to Work Certification and Glassdoor reviews
