Director of Customer Support Jobs
Director of Customer Support jobs are open across SaaS, e-commerce, healthcare, and financial services, at every level from manager to VP, with specializations in CX operations, support engineering, and enterprise client success. See the openings below and apply to the ones that match your experience.
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AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – To build the future of predictive maintenance. As we enter the next phase of rapid growth, we are seeking people to help lead the journey.
AssetWatch powers manufacturing uptime through condition monitoring that customers rely on every day. Our team of world-renowned engineers and business leaders is building the future of predictive maintenance, and we are growing fast.
The Director of Customer Support builds, scales, and leads AssetWatch's support organization, delivering fast, technically excellent help to manufacturing customers. This leader directs 20 or more support managers, team leads, and engineers across time zones, drives down resolution times, and embeds AI-powered tooling.
The Director will also lead the reorganization of support into two specialized teams: Tier 1 for the inbound queue and live calls, and Tier 2 for deeper, project-managed work, including root-cause resolution of chronic hardware issues. The team focuses on hardware support, and its work directly influences product uptime in the field.
Key Responsibilities
Strategy and Team Leadership
- Lead the Tier 1 and Tier 2 support teams through the reorganization.
- Create clear performance standards and hold teams accountable to them through regular quality reviews and coaching.
- Build performance metrics and frameworks for individuals and teams. Co-own the annual operating plan and headcount planning.
- Set annual and quarterly support goals that cascade into team and individual objectives, and review progress with the executive team each quarter.
- Define the team operating model, including span of control, shift coverage, and staffing levels, and update it as volume and product lines grow.
- Run a leadership development program for Team Leads and Managers covering coaching, decision-making, and cross-functional communication.
Operations, Quality, and Hardware Outcomes
- Own support quality and customer effort. Reduce repeat contacts and ticket volume per device or account.
- Lead escalations for Sev 1 incidents and strategic accounts and hold executive incident reviews.
- Maintain visibility into at-risk tickets, outages, and field hardware or sensor failures, and act on early warnings before customers escalate.
- Reduce recurring hardware issues by leading root-cause investigations with hardware, engineering, and field teams.
- Design processes, playbooks, and SOPs. Keep the knowledge base current and ramp new hires to full productivity within 30 days.
- Evolve the support tech stack (ticketing, knowledge base, remote diagnostics) and integrate it with CS, sales, and product systems, sequenced against the product roadmap.
AI, Product, and Cross-Functional Leadership
- Lead AI integration: 100% tool adoption and 20%+ agent productivity gain within 18 months. Champion triage, diagnostics, self-service, and agent-assist tools.
- Serve as the primary liaison between support and Product and Engineering, turning frontline insights and recurring issues into reliability roadmap priorities.
- Present quarterly support health metrics to executives, with monthly ticket trend data and recommended actions.
- Partner with Customer Success, Sales, Product, Engineering, and Operations on handoffs and at-risk account signals.
- Lead support strategy for Mexico and Latin America, including localized language support and follow-the-sun coverage. Maintain 100% compliance with local labor and data privacy rules.
Qualifications
- Experience: 8+ years in customer or technical support, including B2B SaaS or hardware-enabled SaaS. 4+ years in director-level leadership managing 15+ people across multiple supervisory levels. 2+ years directly accountable for SLA, CSAT, or quality metrics.
- Industry: 3+ years in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar technical B2B sectors strongly preferred. Understanding of incident management and hardware or software troubleshooting in connected devices.
- Leadership: Proven track record building high-performing support organizations, recruiting, developing leaders, and creating accountability.
- Strategic execution: Measurable gains in CSAT, SLA compliance, resolution time, and first contact resolution.
- Global experience: 2+ years leading remote, shift-based, or follow-the-sun teams. Mexico or Latin America experience highly valued.
- Technical and AI fluency: Comfort with diagnostics, data analytics, and AI in support workflows.
- Operations orientation: Strong background in well-structured operations and running processes that handle incoming work reliably.
- Hardware or technical background: Preferred, not required. Ability to translate field data into technical discussions with engineering.
- Comfort with ambiguity: Experience building new structures while keeping operations stable.
- Proactive support or implementation experience: A plus.
Desired Skills and Attributes
- Executive presence with C-suite audiences, especially during severe incidents.
- Data-driven, with the ability to turn metrics into operational decisions.
- A change agent who thrives under pressure and actively improves processes.
- A talent developer who builds advancement paths.
- Understands manufacturing operations, IoT sensors, and asset-intensive industries.
- Collaborative, influencing across Product, Engineering, and Customer Success without direct authority.
- Results-oriented, with high ethical standards.
#LI-REMOTE
AssetWatch is a remote-first company that puts people at the center of everything we do. We want our team members to thrive - that's why we offer a range of benefits and perks designed to support your well-being, growth, and work-life balance.
- Competitive compensation package including stock options
- Flexible work schedule
- Comprehensive benefits including retirement plan match
- Opportunity to make a real impact every day
- Work with a dynamic and growing team
- Unlimited PTO
AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – To build the future of predictive maintenance. As we enter the next phase of rapid growth, we are seeking people to help lead the journey.
AssetWatch powers manufacturing uptime through condition monitoring that customers rely on every day. Our team of world-renowned engineers and business leaders is building the future of predictive maintenance, and we are growing fast.
The Director of Customer Support builds, scales, and leads AssetWatch's support organization, delivering fast, technically excellent help to manufacturing customers. This leader directs 20 or more support managers, team leads, and engineers across time zones, drives down resolution times, and embeds AI-powered tooling.
The Director will also lead the reorganization of support into two specialized teams: Tier 1 for the inbound queue and live calls, and Tier 2 for deeper, project-managed work, including root-cause resolution of chronic hardware issues. The team focuses on hardware support, and its work directly influences product uptime in the field.
Key Responsibilities
Strategy and Team Leadership
- Lead the Tier 1 and Tier 2 support teams through the reorganization.
- Create clear performance standards and hold teams accountable to them through regular quality reviews and coaching.
- Build performance metrics and frameworks for individuals and teams. Co-own the annual operating plan and headcount planning.
- Set annual and quarterly support goals that cascade into team and individual objectives, and review progress with the executive team each quarter.
- Define the team operating model, including span of control, shift coverage, and staffing levels, and update it as volume and product lines grow.
- Run a leadership development program for Team Leads and Managers covering coaching, decision-making, and cross-functional communication.
Operations, Quality, and Hardware Outcomes
- Own support quality and customer effort. Reduce repeat contacts and ticket volume per device or account.
- Lead escalations for Sev 1 incidents and strategic accounts and hold executive incident reviews.
- Maintain visibility into at-risk tickets, outages, and field hardware or sensor failures, and act on early warnings before customers escalate.
- Reduce recurring hardware issues by leading root-cause investigations with hardware, engineering, and field teams.
- Design processes, playbooks, and SOPs. Keep the knowledge base current and ramp new hires to full productivity within 30 days.
- Evolve the support tech stack (ticketing, knowledge base, remote diagnostics) and integrate it with CS, sales, and product systems, sequenced against the product roadmap.
AI, Product, and Cross-Functional Leadership
- Lead AI integration: 100% tool adoption and 20%+ agent productivity gain within 18 months. Champion triage, diagnostics, self-service, and agent-assist tools.
- Serve as the primary liaison between support and Product and Engineering, turning frontline insights and recurring issues into reliability roadmap priorities.
- Present quarterly support health metrics to executives, with monthly ticket trend data and recommended actions.
- Partner with Customer Success, Sales, Product, Engineering, and Operations on handoffs and at-risk account signals.
- Lead support strategy for Mexico and Latin America, including localized language support and follow-the-sun coverage. Maintain 100% compliance with local labor and data privacy rules.
Qualifications
- Experience: 8+ years in customer or technical support, including B2B SaaS or hardware-enabled SaaS. 4+ years in director-level leadership managing 15+ people across multiple supervisory levels. 2+ years directly accountable for SLA, CSAT, or quality metrics.
- Industry: 3+ years in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar technical B2B sectors strongly preferred. Understanding of incident management and hardware or software troubleshooting in connected devices.
- Leadership: Proven track record building high-performing support organizations, recruiting, developing leaders, and creating accountability.
- Strategic execution: Measurable gains in CSAT, SLA compliance, resolution time, and first contact resolution.
- Global experience: 2+ years leading remote, shift-based, or follow-the-sun teams. Mexico or Latin America experience highly valued.
- Technical and AI fluency: Comfort with diagnostics, data analytics, and AI in support workflows.
- Operations orientation: Strong background in well-structured operations and running processes that handle incoming work reliably.
- Hardware or technical background: Preferred, not required. Ability to translate field data into technical discussions with engineering.
- Comfort with ambiguity: Experience building new structures while keeping operations stable.
- Proactive support or implementation experience: A plus.
Desired Skills and Attributes
- Executive presence with C-suite audiences, especially during severe incidents.
- Data-driven, with the ability to turn metrics into operational decisions.
- A change agent who thrives under pressure and actively improves processes.
- A talent developer who builds advancement paths.
- Understands manufacturing operations, IoT sensors, and asset-intensive industries.
- Collaborative, influencing across Product, Engineering, and Customer Success without direct authority.
- Results-oriented, with high ethical standards.
#LI-REMOTE
AssetWatch is a remote-first company that puts people at the center of everything we do. We want our team members to thrive - that's why we offer a range of benefits and perks designed to support your well-being, growth, and work-life balance.
- Competitive compensation package including stock options
- Flexible work schedule
- Comprehensive benefits including retirement plan match
- Opportunity to make a real impact every day
- Work with a dynamic and growing team
- Unlimited PTO
See All 23 Director of Customer Support Jobs
Find roles that match your experience and apply in just a few clicks.
Find JobsDirector of Customer Support Job Market
Who's Hiring
Top Industries Hiring
- Technology & Software
What Employers Look For
The qualifications that appear most often in director of customer support jobs.
- 7 or more years of customer support experience with at least 3 in a management role
- Demonstrated experience leading and scaling multi-channel support teams
- Proficiency with help desk and customer service platforms such as Zendesk or Salesforce Service Cloud
- Strong analytical skills with experience using support metrics like CSAT, NPS, and first contact resolution
- Experience developing and implementing customer support strategies aligned with business goals
- Bachelor's degree in business, communications, or a related field
Tips for Your Director of Customer Support Job Search
Quantify retention and CSAT outcomes
Hiring panels for director of customer support roles expect metrics, not just responsibilities. Pull your CSAT scores, ticket deflection rates, and churn impact from previous roles and lead with those numbers in your resume summary and each relevant bullet.
Target companies by support model
A B2B SaaS company wants someone who has managed tiered enterprise support teams. A high-volume DTC brand wants someone who has scaled self-service. Filter your search by company type so your experience maps directly to what the role actually requires.
Apply early to roles that fit
Migrate Mate lists director of customer support openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Align your resume to the reporting structure
Whether the role reports to the COO, CTO, or Chief Experience Officer signals what the company prioritizes. Adjust your resume to emphasize operational rigor, product feedback loops, or revenue retention depending on that chain of command.
Prepare a support org design answer
Interviewers at the director level almost always ask how you would structure or restructure a support team. Walk through how you have segmented tiers, set headcount ratios, or built escalation paths. Have a concrete example ready, not a framework.
Negotiate scope before negotiating title
Many director of customer support offers come with vague mandates. Before accepting, clarify headcount authority, budget ownership, and cross-functional decision rights. These determine whether you can actually do the job, and they give you leverage in the offer conversation.
Director of Customer Support Jobs: Frequently Asked Questions
Which companies are hiring the most director of customer supports?
Robert Half, RXO, and Lion are hiring the most director of customer supports right now, with openings concentrated in Texas, California, and Illinois, based on current listings on Migrate Mate as of November 2026. SaaS companies and large-scale e-commerce operations tend to post these roles most consistently throughout the year.
How many director of customer support jobs are remote?
About 91% of director of customer support openings are fully remote or hybrid as of November 2026, reflecting broader trends in support leadership flexibility. Roles focused on digital-first or self-service CX models tend to have the highest remote availability, while positions tied to physical operations or in-person team management typically require on-site presence.
How do you become a director of customer support?
Most directors of customer support move up through individual contributor and team lead roles before managing managers. Build a record of improving support KPIs, then take on cross-functional projects that demonstrate strategic thinking. Gaining experience with workforce planning, budget ownership, and executive reporting positions you for director-level consideration. Certifications in customer experience or service leadership can accelerate that path.
Can you get a director of customer support job without prior director experience?
Yes, candidates can move into director of customer support roles from senior manager or head-of-support positions if they can demonstrate director-level scope in a previous role. Focus your resume on outcomes you owned rather than tasks you completed, and be prepared to show that you have managed other managers, not just individual contributors.
What does the director of customer support interview process look like?
The process typically includes an initial screening with HR or a recruiter, a functional interview with the hiring manager focused on team leadership and CX strategy, and a panel round with cross-functional stakeholders such as product, sales, or operations leaders. Many companies also include a case study or presentation asking you to diagnose a support org challenge and propose a solution.
Where can I find and apply to director of customer support jobs?
You can find and apply to director of customer support jobs on Migrate Mate, which lists current openings from across the United States. Search for roles that fit your background, then apply directly to each listing. The openings are updated regularly, so checking back frequently gives you access to roles as soon as they go live.
See All 23 Director of Customer Support Jobs
Find roles that match your experience and apply in just a few clicks.
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