Sr. Director, Customer Support

Sr. Director Customer Support leads the global support function to ensure timely empathetic and effective resolution of customer issues. This role is responsible for the strategy structure and daily operations of our support organization across all channels (email chat phone and in-app). You will own the customer support experience end-to-end driving measurable improvements in resolution time CSAT and operational efficiency. Youll work cross-functionally with Product Engineering and Customer Success to ensure our customers receive consistent high-quality supportat scale.

Key responsibilities of the Sr. Director of Customer Support:
Strategic Leadership:
Set the vision and strategy for a world class B2B SaaS support organization.
Design and evolve support delivery models (i.e. self service skill based etc.).
Develop a multi-year roadmap for scaling support aligned to company growth product complexity and customer segmentation.

Operational Excellence:
Own key support metrics including CSAT Average Time to Resolve First Contact Resolution and Case Deflection.
Implement and continuously improve support systems tools and workflows (i.e. Zendesk Salesforce Chat Bots etc.).
Leverage data to forecast staffing needs monitor trends and drive continuous improvement.
Lead vendor and tool selection to ensure the support stack meets business needs.
Team Development & Culture
Lead and develop a high performing global support team across multiple time zones and regions.
Establish training and career pathing programs to develop frontline support agents into future leaders.
Foster a culture of empathy accountability and customer-first thinking.
Cross-Functional Influence
Partner closely with Product and Engineering to establish feedback loops and drive product quality.
Collaborate with Customer Success and Implementation to ensure a cohesive customer journey.
Participate in incident management escalations and post-mortem reviews.
Represent the voice of the customer in internal forums and planning processes.

What Success Looks Like:
Customer Support KPIs consistently met or exceeded.
High customer satisfaction and retention driven by responsive support.
Scalable support systems workflows and documentation in place.
Engaged and well-coached support team with low attrition.
Effective collaboration with Product and Engineering to reduce support burden.

The Experience You Bring:
8 years in customer support or service leadership with 3-5 years in a senior leadership position.
Proven track record of scaling global support operations in a fast-growth tech company.
Strong understanding of support metrics KPIs and industry benchmarks.
Experience leading distributed multicultural teams across regions.
Comfortable using and implementing modern support technologies and AI tools.
Exceptional communicator cross-functional collaborator and executive-level influencer.
Passionate about customer experience and team culture.
Strong problem-solving skills and a results-driven mindset.
Ability to work independently and collaboratively in a fast-paced environment.

Nice to Have:
Exposure to private equity or M&A environments and the operational rigor that comes with it.
Background in post-sale customer experience (Success Professional Services) is a plus.
Experience implementing a VoIP system.
Experience managing a BPO relationship.

Benefits:

Paid Parental Leave
Flexible PTO
Certification(s) reimbursement
Summer Fridays
Extended Medical Dental Paid Sick Days Vision Life Insurance and Disability Leave Coverage
RRSP & Employer match

Equal Employment Opportunity: CARET is an Equal Opportunity Affirmative Action Employer. The compensation information below is provided in compliance with job posting disclosure requirements.
Pay range: $170000 - $175000. Actual base pay will depend on varying circumstances including the position location individual qualifications market finances and other operations business needs.
Depending on the position compensation may also include commission bonuses etc. Potential for bonuses is based on company performance and potential for merit increases is based on performance.

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