Customer Support Director

Summary

Join Movemedical's team as Customer Support Director to lead the creation of a centralized Customer Support organization. You will own triage flows, escalation processes, SLAs, tooling, reporting, team structure, hiring, coaching, and performance management. Leverage SaaS product support best practices to drive continuous improvement. Generate reports, analyze data, and share insights to enhance product and support performance. Hire, develop, and lead a high-performing team focused on customer satisfaction. Adapt to evolving needs and ensure support coverage and SLA commitments are met. Act as a key escalation point for customer issues and manage critical cases. Develop and implement process improvements. Collaborate with Customer Success leaders and other teams for strategic improvements. Success in the first year includes consistently met SLAs, documented support processes, data-informed product decisions, a functioning support team, and proactive escalation handling.

Requirements

• You have 5+ years leading support for B2B SaaS products, supporting complex enterprise clients
• You have a track record building support orgs: structure, workflows, SLAs, KPIs
• You have deep knowledge of SaaS support best practices and escalation management
• You have hands-on experience with Freshdesk, Zendesk, Jira, or similar tools
• You have strong analytical, problem-solving, and data-driven decision-making skills
• You have the ability to influence stakeholders across all technical and organizational levels
• You have a high sense of urgency and a customer-first mindset
• You have excellent written, verbal, and cross-functional communication skills
• You have experience hiring and leading high-performing, distributed teams
• You have the ability to work independently in a fully remote environment

Responsibilities

• Lead the creation of Movemedical's centralized Customer Support organization
• Own triage flows, escalation processes, SLAs, tooling, reporting, team structure, hiring, coaching, and performance management
• Lead continuous improvement in a centralized customer support function using SaaS product support best practices
• Generate reports, analyze data, and share insights with internal stakeholders to drive enhancements in product and support performance
• Identify key benchmarks, track support trends, and implement changes to ensure consistent progress
• Hire, develop, and lead a high-performing team of support analysts focused on customer satisfaction
• Adapt to the evolving needs of Movemedical and its growing client base through a dynamic period of scale
• Ensure that support coverage and SLA commitments are met reliably and consistently
• Act as a key escalation point for customer issues and manage critical cases with clarity and urgency
• Develop and implement process improvements that empower customers to support their end users effectively
• Collaborate closely with Customer Success leaders and other teams to drive strategic, cross-functional improvements

Preferred Qualifications

• Exposure to medical device, supply chain, or mission-critical B2B software
• Experience in high-growth, startup, or scale-up SaaS environments

Benefits

• Amazing team – Helpful, humble, and hungry to grow
• Fitness stipend – We pay you to stay active
• Home office stipend + monthly snack allowance
• Comprehensive health benefits + 401(k) with match
• Remote-first team with flexible hours
• Opportunity to help shape delivery practices at a scaling SaaS company