SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 155,000 - 175,000 / annual
Attentive is an AI marketing platform for 1:1 personalization, combining SMS, RCS, email, and push notifications with AI-powered personalization to drive customer engagement and revenue. The company serves 8,000+ customers across 70+ industries, including major brands like Crate and Barrel, Urban Outfitters, and Carter's.
As Director of Customer Support, you will own the complete support organization's strategy, operations, and execution. You'll lead the support management team across the US, UK, and Australia, inheriting a functioning organization with three support tiers, established SLOs, and AI already deployed across deflection, agent assist, and quality management.
Key responsibilities include:
- Lead and develop the support management team across three regions, setting hiring standards and developing strong leaders
- Define the operating model, including tier design (L1/L2/L3), stateside vs. offshore split, regional coverage, and peak-period operations
- Manage offshore and partner capacity, deciding work allocation and ensuring quality/SLO parity across teams
- Own the support budget and headcount model, building cost and capacity models tied to volume and SLO attainment
- Set the quality bar through KPI/SLO frameworks, QA programs, and performance standards by tier
- Design and launch a premium/enterprise support offering with tier-based SLAs
- Establish Support Engineering as a discipline with clear leadership model, technical bar, and career path
- Serve as senior escalation point for customers, CS leadership, and the executive team
- Own the CS incident-management program
- Partner across Product, Engineering, CS, Services, and Enablement on supportability, scope boundaries, and self-serve alternatives
This is a strategic operator role focused on defining what Support is accountable for, what it should cost, and how it scales without proportional headcount growth.
Requirements:
- Experience leading a B2B SaaS support or CX organization through meaningful change (tier redesign, partner/offshore transition), with accountability for both outcome and execution
- Several years managing managers and developing strong leaders
- Experience managing a support budget and building capacity models that inform staffing decisions
- Track record of holding clear scope boundaries with internal stakeholders while offering workable alternatives
- Experience running support for data- or integration-heavy products (understanding data discrepancies and integration failures)
- Experience deploying AI in support context, with understanding of deflection quality, failure modes, and human-in-the-loop requirements
- Experience working alongside a strong technical operations leader
Nice to have:
- Martech, ecommerce, or analytics background
- Familiarity with Zendesk, Assembled, and Looker
- Experience designing or launching premium/tiered support offerings
- Follow-the-sun coverage experience across US, UK, and Australia
