Rebrandly · 1 day ago

Director Customer Support

United States

Full-time

Remote

Lead/Staff, Director/Executive

10+ years exp

Maximize your interview chances

AdvertisingBrand Marketing

Insider Connection @Rebrandly

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Set the vision, strategy, roadmap, and goals for the Customer Support team

Oversee growth, service levels, and productivity of department members with appropriate training, coaching, quality assurance, and performance enablement.

Use a data-enabled approach to inform coaching decisions and actions on both a team and individual level.

Design and implement a global customer support strategy, balancing insourced and outsourced support models to align with business goals and customer needs.

Lead the evaluation, selection, and management of outsourcing vendors/partners, ensuring alignment with quality, cost, and operational standards.

Develop and optimize workflows, processes, and systems to ensure consistent, efficient, high-quality customer support across all channels.

To ensure continuous improvement, define and track key performance metrics, including customer satisfaction (CSAT), Net Promoter Score (NPS), response times, and resolution rates.

Partner with internal stakeholders (e.g., product, engineering, sales) to address customer feedback, identify pain points, and enhance the customer experience.

Build, mentor, and manage a high-performing global support team, fostering a culture of accountability, collaboration, and professional development.

Implement and leverage customer support technologies like CRM and ticketing systems to enhance operational efficiency and scalability.

Drive operational and strategic initiatives to improve scalability and cost efficiency, including process automation, self-service enhancements, and resource optimization.

Collaborate with all stakeholders of cross-functional projects and maintain a top-down view of execution performance

Understand the technical environments and infrastructure of Rebrandly’s customers- i.e., which product versions are current, how they are configured, and key integrations - and serve as a strategic escalation point for account intelligence to the company

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer support strategyGlobal support operationsData analysisSaaS experienceCRM systemsAI toolsMultilingual skillsITIL framework

Required

10+ years of experience in customer support or operations, with at least 5 years managing global support teams

Experience in a PLG or SaaS business environment

Proven expertise in designing and managing insourced and outsourced customer support models globally

Demonstrated success in building and scaling customer support operations in fast-growing SaaS companies

Strong analytical skills, with experience leveraging data and AI tools to inform decisions, measure success, and drive continuous improvement

Excellent leadership and communication skills, with the ability to influence and collaborate across teams and geographies

Proficiency with customer support tools and systems (e.g., Zendesk, HelpScout, Salesforce Service Cloud) and familiarity with automation and self-service technologies

Deep customer focus and a commitment to delivering exceptional service experiences

Bachelor’s degree in Business Administration, Operations, or a related field