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Chatham Financial · 3 weeks ago

Director of Customer Support

Kennett Square, PA

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

Chatham Financial is the largest independent financial risk management advisory and technology firm, and they are seeking a Director of Customer Support to establish and lead a dedicated Customer Support function within their Product organization. This role involves building and leading a global support team, defining the support strategy, and ensuring effective collaboration with various teams to enhance client satisfaction and product usability.

AccountingFinanceFinancial Services

Comp. & Benefits

Responsibilities

Build and lead a new Customer Support organization focused on rapid resolution of product-related questions and issues

Define and own the global support strategy, including staffing, coverage, and escalation processes across regions, ensuring smooth hand-offs of more complex, higher-level issues to specialized teams

Optimize and manage the ticketing system and related support infrastructure, ensuring efficient routing, triage, reporting, and resolution

Develop and maintain playbooks, SLAs, and KPIs to drive responsiveness at scale

Collaborate with commercial and client-facing teams on escalation processes and resolution framework

Partner with Product, Engineering, Customer Success and UX teams to close the loop on feedback, improve product usability, and ensure client issues inform the product development lifecycle

Establish clear metrics and reporting to measure team effectiveness and client satisfaction, providing regular visibility to executives

Build training and enablement programs to ensure the team can address common client questions with confidence and accuracy

Foster a culture of empathy, accountability, and collaboration, ensuring the team delivers a world-class support experience

Qualification

Customer support operationsB2B SaaS experienceLeadership experienceTicketing systemsWorkflow automationData-driven performance measurementChange managementExceptional communicationCollaboration skills

Required

10+ years of experience in customer support, with at least 5 years in a leadership role building and scaling global teams

Proven success standing up support functions in a B2B SaaS or enterprise product environment

Expertise in customer support operations, including ticketing systems, workflow automation, and analytics

Strong operational mindset with the ability to balance strategic leadership and hands-on execution

Experience collaborating closely with Product, Engineering, and Customer Success to influence roadmap and improve client experience

Data-driven approach to measuring performance, identifying gaps, staffing, and delivering continuous improvement

Exceptional communication and change management skills to inspire confidence with clients, executives, and team members alike

The ability to be successful in a complicated, highly collaborative enterprise is necessary, especially in those with operational complexity, and diverse customer needs