Director, Customer Support

Summary

Join Red Canary as their Director of Customer Support and lead the global Customer and Product Support organization. You will develop and execute a scalable support strategy, define and track key support metrics, and lead a high-performing team. Responsibilities include overseeing 24/7 technical support operations, driving AI and automation adoption, and partnering with other teams for seamless support. This role requires extensive experience in customer support leadership, particularly in SaaS, cybersecurity, or managed services, along with expertise in technical support operations and data analysis. The ideal candidate will be a strategic leader passionate about delivering exceptional customer experiences.

Requirements

• 7+ years of experience in customer support leadership roles, preferably in SaaS, cybersecurity, or managed services
• Proven track record of scaling global support teams in a high-growth, fast-paced environment
• Deep experience in technical support operations, including incident management, escalation handling, and process optimization
• Expertise in AI, automation, and self-service strategies to enhance support efficiency
• Ability to analyze support data and KPIs to drive decision-making and performance improvements
• Exceptional cross-functional leadership skills with the ability to collaborate across Customer Success, Product, and Engineering
• Experience with support tools and platforms (e.g., Zendesk, Salesforce Service Cloud, Jira, AI-driven chatbots)
• Passion for delivering exceptional customer experiences while balancing efficiency and scalability

Responsibilities

• Develop and execute a scalable support strategy that aligns with business objectives and enhances the customer experience
• Define and track key support metrics (e.g., CSAT, response/resolution times, case deflection, and escalations) to measure performance and drive continuous improvement
• Lead, mentor, and grow a high-performing Customer Support team, ensuring they are equipped to support customers effectively
• Establish a data-driven approach to improve service levels, optimize resources, and enhance operational efficiency
• Oversee global 24/7 technical support operations, ensuring timely and effective resolution of customer issues
• Drive the adoption of AI, automation, and self-service solutions to enhance efficiency and scale support capabilities
• Partner closely with Security Operations, Product, and Engineering teams to ensure rapid response to product-related issues and effective incident management
• Implement robust incident and escalation management processes to minimize customer impact and enhance transparency
• Optimize support channels (e.g., chat, email, phone, community forums) to provide seamless, omnichannel support experiences
• Serve as the voice of the customer within Red Canary, advocating for customer needs and influencing product and service improvements
• Collaborate with Customer Success and Product teams to proactively identify customer challenges and prevent escalations
• Develop and enhance self-service resources (knowledge base, FAQs, and community forums) to improve case deflection and empower customers
• Partner with Sales and Customer Success to support key accounts, ensuring enterprise customers receive VIP support when needed

Preferred Qualifications

Strong understanding of cybersecurity concepts, MDR, and SOC operations

Benefits

• Base salary for this role is $150,000 - $198,000 per year
• This role is also eligible for participation in the company's bonus program
• This role is eligible for a grant of stock options, subject to the approval of the company's board of directors