Director of Customer Support

About the Role

Attentive's customers use our platform to run digital and in-store marketing programs that are critical to the revenue of their brands, and they notice immediately when something is wrong. Support is where the product meets the customer under pressure. We are hiring a Director of Support to own how that experience is delivered: the leadership team, the operating model, the budget, and the service commitments we make to customers.

You’ll inherit a functioning support organization with a strong foundation: three support tiers, clearly defined standards, and established SLOs. We’re looking for a Support Operations leader with deep expertise in tooling and automation. AI is already deployed across deflection, agent assist, and quality management, while offshore partners support a growing share of operations.

The next chapter requires a leader who can define Support’s commitments, integrate its people and technology, and set the direction for the organization’s continued evolution.

Concretely, you’ll lead the Support management team across the US, UK, and Australia; define the operating model and quality bar; own the budget and capacity plan; design a premium support offering from the ground up; and serve as the decision-maker for the company and our customers when Support needs to make a call.

This is a strategic operator role. You won’t be building automations or working the queue, you’ll determine what Support is accountable for, what it should cost, and how it can scale without headcount growing in proportion to volume.

This hybrid role is based in our New York office, with in-office collaboration Tuesday through Thursday each week.

What You’ll Accomplish

• Lead the management team. Manage Support Managers and the Team Lead structure across US, UK, and Australia. Hire, develop, and hold a high standard for the people who lead the team day to day.
• Own the operating model. Set the target state for tier design (L1/L2/L3), what stays stateside versus offshore, regional coverage, and peak-period operations. Sequence the transition and hold the team to it.
• Manage offshore and partner capacity. Decide what work is delivered by partner teams versus stateside, how the teams work together, and how quality and SLO parity are maintained across both. Run the partner performance cadence, with Revenue Strategy & Operations supporting contracting and vendor management.
• Manage budget and capacity. Own the headcount model, BPO spend, and tooling spend. Build a cost and capacity model that ties staffing to volume and SLO attainment and is used for annual planning.
• Set the quality bar. Own the KPI and SLO framework, the QA program, and performance standards by tier. Accountable for CSAT, SLO attainment, and resolution trends.
• Own customer-facing commitments. Design and launch a premium/enterprise support offering with tier-based SLAs Support can consistently meet. Set scope boundaries with CS, Services, and Sales, and provide the paid or self-serve alternative when work falls outside scope.
• Establish Support Engineering as a discipline. Define the leadership model, technical bar, career path, and relationship with Engineering for our Level 3 team.
• Be the senior escalation point. For customers, CS leadership, and the executive team. Own the CS incident-management program at the program level.
• Partner across the company. Product and Engineering on supportability and customer-driven roadmap input; CS and Services on scope and handoffs; Enablement and Product Marketing on self-serve and launch readiness.

Your Expertise

• 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. You have been accountable for both the outcome and execution.
• Several years of experience managing managers and developing strong leaders.
• Experience managing a support budget and building capacity models that inform staffing decisions.
• A 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. You don’t need to debug them, but you should be credible with the people who do.
• Experience deploying AI in a support context, with a clear understanding of deflection quality, failure modes, and where humans need to remain in the loop. You will be accountable for the results; someone else will build the tools.
• Experience working alongside a strong, technical operations leader and giving them the space to do their best work.

Nice to Have

• Martech, ecommerce, or analytics background.
• Familiarity with Zendesk, Assembled, and Looker.
• Designed or launched a premium or tiered support offering.
• Follow-the-sun coverage experience across US, UK, and Australia.

You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.

For US based applicants:

• The US base salary range for this full-time position is $155,000 - $200,000 annually+ equity + benefits
• Our salary ranges are determined by role, level and location

#LI-SJ1 

By applying for this position, your data will be processed as per Attentive's Privacy Policy.