Customer.io
Senior Director, Technical Support
This job is now closed
Job Description
- Req#: 7746508
Employer Industry: Technology and Automation in Customer Communication
Why consider this job opportunity:
- Salary range of $200,000 - $220,000, depending on experience
- Variable compensation target to enhance overall compensation package
- Comprehensive benefits including 100% coverage of medical, dental, vision, and mental health insurance for you and your family
- 16 weeks of paid parental leave and unlimited PTO for better work-life balance
- Stipends for remote work and wellness, along with a professional development budget
- Opportunity to shape AI-driven support systems and work with a diverse team of experts
What to Expect (Job Responsibilities):
- Oversee daily support performance, including SLA, resolution time, and customer satisfaction
- Design and implement AI-driven workflows and automation to enhance Technical Support efficiency
- Build scalable support systems including smart routing and self-service programs
- Collaborate with Engineering and Product teams to drive root cause analysis and customer feedback into actionable improvements
- Lead and mentor a team of managers and senior individual contributors, maintaining high technical standards
What is Required (Qualifications):
- 10+ years in Technical Support or related technical customer-facing roles, with at least 5 years in senior leadership (Director/Senior Director)
- Deep technical fluency in APIs, integrations, data flows, and customer architectures
- Proven hands-on experience with AI and automation in a support context
- Strong track record of cross-functional partnership with Engineering and Product teams
- Strong operational acumen to bring structure and metrics to support execution
How to Stand Out (Preferred Qualifications):
- Experience building and managing escalation frameworks and incident response processes
- A builder and coach who develops strong technical leaders and stays close to the work
- Familiarity with self-service programs that improve customer confidence at scale
#TechnicalSupport #Leadership #AI #CustomerExperience #CareerGrowth
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