Director of Product Support

Description

[Employer hidden — sign up to reveal] is seeking a Director of Product Support to design and scale a high-performing, data-driven support organization. This is a high-impact leadership role for a strategic builder — someone who approaches support as a system to be optimized, a source of product insight, and a driver of client experience. You will bring clarity to complexity, challenge existing approaches, and build the frameworks, metrics, and infrastructure that transform support into a measurable competitive advantage.

Reporting to the VP of Product for Enterprise Solutions, you will lead a team of 3–5 support professionals and own the full lifecycle of product support — from triage and escalation design to KPIs, analytics, documentation, and tooling strategy. You'll set direction, establish scalable processes, and use data to continuously improve outcomes for thousands of Private Foundation and Enterprise clients.

Team Leadership & Organizational Development (35%)

• Build and lead a high-performing team of 3–5 support professionals, setting clear expectations, measurable outcomes, and defined paths for growth
• Create a culture of accountability, analytical rigor, and proactive ownership — where team members look beyond resolution to root cause and systemic improvement
• Design scalable team structures, onboarding frameworks, and capability development plans to support growth
• Lead structured 1:1s, performance management, and operating rhythms that drive alignment, execution discipline, and continuous development

Process Design & Operational Excellence (30%)

• Design and implement a scalable, end-to-end support operating model, including intake, triage, escalation, SLA governance, and resolution standards
• Own Zendesk as a strategic platform — optimizing configuration, automation, integrations, and reporting to improve efficiency and insight generation
• Build and maintain internal runbooks, escalation playbooks, and a customer-facing knowledge base that enables effective self-service and reduces friction
• Continuously evaluate and evolve the support technology stack (Zendesk, Jira, Confluence, Salesforce, Slack), driving automation, integration, and workflow innovation

Reporting, Analytics & Continuous Improvement (20%)

• Define and operationalize a KPI framework to measure performance, quality, and client impact (CSAT, response time, resolution time, escalation rates, deflection, trend analysis)
• Develop dashboards and reporting cadences that surface actionable insights, emerging risks, and opportunities for improvement
• Use data to identify systemic product and process gaps, influence prioritization, and lead measurable improvement initiatives
• Present performance insights and forward-looking recommendations to senior leadership with clarity and strategic perspective

Cross-Functional Partnership & Strategic Influence (10%)

• Act as the strategic interface between Support, Product, Engineering, and Client Services, ensuring clear escalation pathways and closed feedback loops
• Translate recurring support signals into product insights that inform roadmap decisions and reduce defects
• Partner with Client Services to define SLA standards, segmentation models, and escalation thresholds across client segments
• Champion the voice of the customer, advocating for structural improvements that enhance scalability and reduce support burden

Player/Coach Engagement (5%)

• Personally engage in complex or high-impact cases to maintain product fluency and client perspective
• Use frontline exposure to identify gaps in documentation, tooling, and training, and translate them into scalable improvements
• Model strong communication, analytical thinking, and ownership standards for the team

Requirements

Must-Haves

• Proven builder. You've designed, rebuilt, or significantly scaled a support organization — turning ambiguity into structure and informal processes into disciplined, measurable systems. You consistently leave functions more scalable, efficient, and clearly defined than you found them.
• Experienced leader. 7–10+ years in technical support, including 3–5+ years leading teams with direct accountability for performance, hiring, and development. You've operated across growth stages and know how to evolve structure, roles, and standards as complexity increases.
• Zendesk expertise. Deep, hands-on experience configuring workflows, automations, macros, reporting, and integrations. You approach Zendesk as a strategic platform for operational leverage and insight — not just a ticketing system.
• Analytical mindset. Strong command of KPI design, dashboarding, and trend analysis, with the ability to translate data into both immediate improvements and longer-term strategic recommendations. You naturally seek root causes and think in systems.
• Segmented support strategy. Experience supporting both SMB and enterprise clients, with the ability to design differentiated SLA models, communication strategies, and escalation frameworks that align to client needs and expectations.
• Executive communication. Clear, precise, and structured communicator across contexts — from high-stakes client interactions to internal documentation to executive-level presentations.

Nice-to-Haves

• Relevant industry experience. Background in fintech, nonprofit technology, wealth management, or other regulated environments, with an understanding of compliance considerations and high-touch client expectations.
• Knowledge systems design. Experience building and driving adoption of customer-facing knowledge bases and internal runbook ecosystems that improve resolution speed and reduce support friction.
• Growth-stage SaaS exposure. Experience operating in scaling software environments (e.g., Series B–D), where resource constraints, experimentation, and prioritization discipline are critical.
• Tooling ecosystem fluency. Working knowledge of Jira, Confluence, Salesforce, Slack, or similar tools, particularly in support-to-product workflows and cross-functional documentation systems.
• Voice-of-the-Customer leadership. Experience designing or evolving CSAT or VoC programs that go beyond reporting to drive actionable insights and continuous improvement.

Job Requirements for Remote Work Environment: Dedicated Workspace, Reliable Internet Connection, Physical Demands. [Employer hidden — sign up to reveal] Services is an Equal Opportunity Employer.

Salary

$115-135k