Director of Customer Support

Summary

Join SpyCloud as Director, Customer Support to lead and scale 24x7 global support operations, ensuring high-quality customer support with a focus on speed, satisfaction, and operational excellence. This player-coach role involves leading a growing team while remaining hands-on in daily operations, managing complex cases, refining processes, and driving continuous improvement. The ideal candidate possesses strategic problem-solving skills, team leadership abilities, and deep technical fluency in SaaS environments. They will be passionate about delivering industry-leading customer support and focused on driving the use of leading-edge tools and processes to enhance customer experience. The role requires collaboration with various teams to ensure alignment on customer needs and support readiness. Success in this position will involve driving initiatives to improve customer satisfaction, reduce resolution times, and maintain consistent engagement quality.

Requirements

• 10+ years of customer support experience in technical environments, with 7+ years in a leadership role
• Proven success scaling support operations in a high-growth SaaS organization
• Deep familiarity with enterprise support models, ticket triage, and issue resolution best practices
• Strong experience with leveraging AI tools to drive the performance of the support team and to dramatically enhance the customer experience
• Strong experience with Zendesk or similar support platforms, including configuration and optimization
• Track record of implementing automation and process improvements that drive customer and team success
• Excellent analytical and reporting skills to measure performance and drive continuous improvement
• Strong collaboration skills across technical and business teams, with an ability to influence without direct authority
• Comfortable handling high-pressure situations and driving alignment in complex cross-functional environments
• Bachelor's degree (BA/BS) required

Responsibilities

• Lead and evolve SpyCloud’s 24x7 global customer support function to meet current and future needs proactively
• Build and manage a high-performing team, fostering a culture of accountability, responsiveness, and continuous learning
• Define and monitor key performance indicators (KPIs) to assess team effectiveness, resolution quality, and SLA adherence
• Select and manage the right AI-based tools and features that augment and support the team and our customers
• Identify bottlenecks and inefficiencies, and implement process improvements to streamline workflows and improve customer satisfaction
• Serve as an escalation point for high-priority or complex technical support issues, partnering with Engineering and Product teams to resolve root causes
• Maintain subject matter expertise on SpyCloud’s product suite and ensure the team is equipped with the right technical knowledge
• Oversee support platform administration (e.g., Zendesk), optimize configurations, and evaluate tooling enhancements to drive efficiency and scalability
• Promote automation and knowledge management initiatives to reduce manual effort and empower customers with self-service
• Partner closely with Customer Success, Product, Engineering, Sales Engineering, and Marketing to ensure alignment on customer needs and support readiness
• Share recurring support themes and customer insights to help influence product improvements and roadmap priorities
• Ensure every support interaction reflects SpyCloud’s commitment to proactive, professional, and solution-focused customer care
• Drive initiatives to improve CSAT, reduce time-to-resolution, and maintain consistent engagement quality across all touchpoints
• Hire, mentor, and develop team members to support professional growth and maintain high team engagement
• Provide regular coaching, set clear expectations, and hold the team accountable to high performance standards
• Deliver clear, data-backed reporting to the VP of Product Success and other senior leaders on support volume, trends, risks, and customer-impacting issues
• Make strategic recommendations regarding team growth, continued education, process enhancements, and resource allocation

Preferred Qualifications

• Bachelor’s degree in a technical related field required (e.g., Computer Science, Information Systems, Business, or equivalent) preferred
• Advanced certifications or training in technical support operations, ITIL, or customer experience strategy is a plus

Benefits

• 401(k) with Employer Contribution
• Health, Vision, and Dental Insurance Health Savings Account (HSA) available with Employer Contribution
• Employer Paid Life, Short-term, and Long-term Disability Insurance
• Generous PTO Plan and 16 paid holidays per year
• Retirement Savings Plan with Employer Contribution
• Employer Provided Private Health Insurance and Healthcare Cashplan
• Employer Paid Life Insurance and Income Replacement
• Generous Holiday Plan and 14 paid holidays per year