Director of Customer Support

Key Responsibilities: Lead the reorganization of Tier 1 and Tier 2 support teams, establishing performance standards and accountability Own support quality and customer effort, reducing repeat contacts and managing escalations for critical incidents Integrate AI tools to enhance productivity and serve as the liaison between support and product/engineering teamsRequired Qualifications 8+ years in customer or technical support, with 4+ years in a director-level role managing teams of 15 or more 3+ years of experience in SaaS, HaaS, IoT, or predictive maintenance sectors Proven track record in building high-performing support organizations and achieving measurable gains in customer satisfaction and service level agreements 2+ years of experience leading remote or follow-the-sun teams, with an emphasis on Latin America experience Technical fluency in diagnostics, data analytics, and AI integration within support workflows