Senior Director of Support

Summary

Join Aiwyn, a rapidly growing SaaS company, as a Senior Director of Support! You will define and execute the customer support strategy, evolving operations and implementing best-in-class tools. Lead and grow the support team, establishing key metrics and driving continuous improvement. Collaborate cross-functionally to enhance customer outcomes and implement scalable processes and automation. This role requires extensive experience in B2B SaaS support leadership and a proven track record of scaling support functions. Aiwyn offers competitive compensation and a range of benefits, including a remote work culture, flexible PTO, and comprehensive health benefits.

Requirements

• 8+ years of experience in Customer Support, Technical Support, or Customer Success, with at least 3+ years in a Support leadership role at a B2B SaaS company
• Proven experience scaling a support function, including launching live support channels (phone/chat)
• Strong operational mindset with a track record of implementing scalable support processes
• Experience with customer support tools and technologies (e.g., Zendesk, Intercom, Salesforce Service Cloud, or similar)
• Data-driven approach with experience tracking and optimizing key support metrics
• Excellent leadership and communication skills, with the ability to collaborate across teams
• A passion for delivering exceptional customer experiences and driving team success

Responsibilities

• Develop and execute the Support strategy to enhance our customer experience as we scale
• Expand support channels by building out phone and live chat capabilities while optimizing our existing email support with our Director of Support
• Lead and grow the Support team, ensuring they have the tools, training, and structure needed to succeed
• Establish and track key support metrics (e.g., response times, CSAT, resolution times) and drive continuous improvement
• Collaborate cross-functionally with Product, Engineering, Customer Success, and Sales to improve customer outcomes and reduce support ticket volume
• Implement scalable processes and automation to enhance efficiency and streamline support operations
• Select and implement support technologies (e.g., ticketing systems, chat tools, IVR, knowledge base) to enable a seamless omnichannel experience
• Develop a Culture of Coaching, focused on effective communication and customer outcomes

Benefits

• Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year
• Remote, work-from-anywhere culture
• Flexible PTO
• World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support
• Stock options - every Full Time Employee has ownership in Aiwyn's future and success
• 401(k) matching