Senior Director, Customer Support
SOCi is seeking an experienced Senior Director of Customer Support to lead and scale our global support organization. This role involves overseeing a multi-tiered support model, including a BPO partner delivering Tier 1 support, an in-house Enterprise Support team, and a Tier 3 Technical Support organization. The ideal candidate will bring strong operational leadership, extensive experience managing outsourced support partnerships, and a passion for delivering exceptional customer experiences at scale.
Key responsibilities include defining and executing a comprehensive customer support strategy across all tiers, building a high-performing, customer-centric support organization aligned with company goals, and establishing KPIs, SLAs, and performance frameworks to ensure consistent, high-quality support delivery. The role also involves managing the relationship with the BPO partner for Tier 1 support, leading the Enterprise Support team for high-value customers, and overseeing Tier 3 support for complex technical issues. Additionally, the Senior Director will design scalable processes, leverage data and analytics to improve efficiency, and drive the adoption of self-service, automation, and AI where appropriate.
The successful candidate will have over 10 years of experience in customer support or customer operations, with at least 5 years in senior leadership roles. Proven experience managing BPO/vendor support operations at scale and leading multi-tiered support organizations is essential. A strong operational and analytical mindset, excellent communication and leadership skills, and experience in SaaS or high-growth technology environments are also required.
SOCi offers a comprehensive benefits package, including health insurance plans, dental and vision coverage, wellness incentives, and a 401(k) plan with employer match. The company provides a flexible work environment with flexible paid time off, quarterly wellness days, paid holidays, and unique employee engagement programs.
At SOCi, we foster a collaborative and dynamic culture that encourages thought leadership and input. Our fast-paced, agile environment allows teams to work cross-functionally and optimize productivity. If you're looking to make a difference in how enterprise organizations utilize social technology, SOCi is the place for you.