Director, Customer Support

Join Tekmetric as Director, Customer Support and own the Customer Support function end-to-end. Define the long-term support strategy, lead and develop leaders, and partner cross-functionally to drive customer satisfaction, retention, and operational excellence.

Requirements

• Proven, empathetic, and strategic leader with strong executive presence and the ability to inspire, develop, and retain high-performing teams.
• 8 - 10+ years of experience in Customer Support or Customer Experience leadership, including leading managers and scaling support organizations in a SaaS environment.
• Deep expertise in customer support operations, processes, systems, and infrastructure.
• Strong business and financial acumen, with experience owning budgets and forecasting headcount
• Demonstrated success leveraging AI, automation, and support technologies to improve efficiency, scalability, and customer satisfaction.
• Proven ability to analyze data, identify trends, and translate insights into measurable business impact.
• Experience recruiting, developing, and promoting world-class talent, with a focus on leadership development and succession planning.
• Comfortable operating in a fast-paced, high-growth environment with constant innovation and evolving priorities.

Benefits

• Competitive base salaries
• Generous Paid Time Off
• 401(k) Retirement Savings Plan with 100% employer match
• Comprehensive health benefits
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Life and Accidental Death & Dismemberment (AD&D) Insurance
• Wellness on your terms
• After one year of employment, enjoy a $300 home office setup bonus
• Support for continuing education