Director, Customer Support

At Constant Contact we are seriously awesome people who take ownership and make an impact by operating with the mindset integrity and courage of a small business owner.Theres something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here we all play an integral part in helping business owners entrepreneurs non-profits and individuals to succeed by giving them all the help and tools they need to grow online. Were energized by new challenges and new possibilities-and were just getting started!

As the Director of Customer Support you will report directly to the Sr. Director - Customer this role you will lead the global service delivery operations for our high-volume multi-channel support environment with dedicated operational accountability for the Tier 2 (T2) and Tier 3 (T3) Support organizations. You will manage a diverse global team that may include onshore nearshore and offshore resources operating in remote and onsite environments. A critical focus of this role will be building and leading the strategic operational relationship with Engineering and Product teams to ensure seamless technical escalation paths and drive continuous product improvement.

Your core responsibilities will include:

• T2 & T3 Support Oversight: Lead advanced technical support delivery ensuring teams possess the technical bar and problem-solving methodologies required to resolve complex inquiries efficiently.
• Engineering & Product Partnership: Act as the primary conduit between Customer Support and the Product/Engineering organizations. Synthesize technical support data and high-tier escalation trends to influence product cycles drive bug remediation and improve system health.
• Operational Performance Management: Manage overall team performance against strict benchmarks monitoring key metrics such as customer satisfaction (CSAT/NSAT) first contact resolution (FCR) handling times and resolution rates.
• Escalation Governance: Serve as the definitive escalation point for sensitive complex and highly time-critical customer technical issues safeguarding customer retention and driving quick wins.
• Resource & Staffing Collaboration: Partner closely with Workforce Management (WFM) and Finance to review advanced-tier volume forecasts matching technical staffing plans to overarching business objectives and service level agreements (SLAs).
• Leadership & Talent Development: Establish objectives conduct performance evaluations and provide targeted coaching to people leaders and frontline teams. Partner with the Learning and Enablement Team to design progression programs that scale advanced technical skills and leadership capabilities.
• Strategic Alignment: Communicate department and company goals down through the T2/T3 tiers to foster purpose and cross-functional alignment. Work cross-functionally with Customer Success Sales IT and HR on corporate initiatives.

You are a highly analytical technically astute and collaborative leader who thrives at the intersection of customer care product engineering and advanced problem-solving. You are passionate about developing technical talent and translating deep product data into actionable service improvements.

Our ideal candidate possesses:

• Experience: A minimum of 5 years of senior leadership experience in a high-volume multi-channel customer or technical support center.
• SaaS Domain Expertise: Proven history of operating successfully within a SaaS environment demonstrating a deep understanding of Small and Medium-Sized Businesses (SMBs) and their unique operating verticals.
• Technical Stakeholder Management: Strong experience building highly collaborative partnerships with technical groups specifically Engineering Product and IT to manage technical roadmaps and escalation processes.
• Advanced Team Leadership: Proven ability to manage people leaders and high-performing technical support resources across multi-site onshore nearshore and offshore environments.
• Analytical & Execution Capability: Strong written verbal and analytical skills with a demonstrated ability to independently problem-solve take initiative and maintain focus on continuous quality improvements.
• Vendor Management: Experience collaborating with and managing business process outsourcers (BPOs) or vendor delivery partners to balance cost-effectiveness with high-quality service outcomes.

You will be measured on your ability to deliver:

• Technical Resolution Excellence: Maximizing First Contact Resolution (FCR) and Tier 2/3 resolution rates while continuously reducing backlog depth and engineering cycle time for customer-reported issues.
• High-Tier Customer Satisfaction: Achieving outstanding customer satisfaction and health metrics (CSAT/NSAT) for advanced technical support interactions and executive-level escalations.
• Impactful Product Influence: Successfully utilizing technical support data and customer feedback loops to positively affect the product development lifecycle and systematically reduce product friction.
• Operational Efficiency: Meeting or exceeding designated SLAs by aligning advanced technical team capacity with volume fluctuations managed in sync with corporate cost-per-interaction goals.
• Strong Technical Talent Pipeline: Developing a highly capable engaged and retention-focused team of technical support professionals and people leaders with distinct career progression paths.

Why Youll Love Us:

• We celebrate one anothers differences. We are proud of our culture of diversity and inclusion and were always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
• Join the experts. If youre passionate about supporting businesses and organizations you wont find a better spot to share your talent. Were dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses non-profit organizations and community groups.
• Youll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business take on stretch assignments seek coaching opportunities and professional development opportunities.
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact were all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person participate in live trainings and socialize with colleagues.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Vision6 Pty Limited is an affiliate of Constant Contact Inc. and a part of the Constant Contact group of brands.

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