Director of Customer Support

Summary

Join Fleetio as our forward-thinking Director of Support, leading our global support function and creating proactive, customer-inspired experiences. Collaborate with the GTM Systems team to enhance our support tooling strategy and shape customer engagement. Champion the customer voice, using support trends to influence product innovation and business decisions. Work cross-functionally to ensure support insights drive action, improving customer satisfaction and scalability. Lead and scale a high-performing, globally distributed support team. Develop and own a support tooling strategy leveraging AI, automation, and integrations. Use data and customer insights to influence product development and drive initiatives to improve self-service adoption. Define and monitor key support KPIs to guide strategy and resource allocation. Foster a culture of continuous feedback and coaching.

Requirements

• 7+ years of experience in SaaS support roles, with 3+ years in a senior leadership position
• Proven track record of designing and executing support strategies that scale with high-growth SaaS companies
• Experience in managing support teams across multiple time zones or regions
• Proven experience managing and communicating effectively with a diverse customer base, understanding the unique needs and expectations of each customer type
• Demonstrated experience in turning support insights into product innovations that enhance the customer experience and drive growth
• Deep knowledge of support tooling, CRM systems, and automation platforms—with a strategic mindset toward tool selection and integration
• Strong data analysis skills—comfortable leveraging support metrics to drive decisions and improvements
• Excellent communication, coaching, and cross-functional collaboration skills
• Passion for delivering customer-inspired experiences that reflect Fleetio’s values of Intelligence, Intensity, Integrity, and Ownership

Responsibilities

• Lead and scale a high-performing, globally distributed support team that aligns with our values of empathy, curiosity, and continuous improvement
• Develop and own a support tooling strategy that enables scalable, proactive, and personalized support experiences—leveraging AI, automation, and integrations
• Use support trend data and voice-of-customer insights to influence product development, identify gaps, and co-create enhancements with Product and Engineering
• Drive initiatives to improve self-service adoption, including knowledge base development, in-app guidance, and customer education resources
• Define and monitor key support KPIs (e.g., CSAT, FRT, resolution time, ticket deflection), using them to guide strategy and resource allocation
• Own the hiring strategy, enabling us to grow and scale a diverse team of fleet software experts aligned to our company’s growth
• Foster a culture of continuous feedback and coaching, enabling team growth and high performance in a dynamic, fast-paced environment
• Own the selection, implementation, and optimization of support technologies and platforms (e.g., Zendesk, Intercom, Salesforce)
• Ensure exceptional support during major releases, product changes, and incident response situations
• Partner with Enablement to ensure our Support team members are the experts on our latest product enhancements and fleet trends
• Collaborate with Onboarding, Customer Success, Customer Education, Partnerships, Product & Engineering, and Enablement to deliver a seamless customer experience across all touchpoints

Preferred Qualifications

• Experience in the fleet industry
• Familiarity with tools like Salesforce Service Cloud and Heap
• Experience in customer experience operations as an analyst or system admin for support tooling

Benefits

• Multiple health/dental coverage options (100% employee cost coverage; 50% cost coverage for family)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks
• 12 company holidays + 2 floating holidays
• Parental leave- birthing parent (16 weeks paid) non-birthing (4 weeks)
• FSA & HSA options
• Short and long term disability (short term 100% paid)
• Community service funds
• Professional development funds
• Wellbeing fund - $150 quarterly
• Business expense stipend- $125 quarterly
• Mac laptop + new hire equipment stipend
• Remote working friendly since 2012 #LI-REMOTE