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Salary: USD 155,000 - 175,000 / annual
Attentive is an AI-powered marketing platform that unifies SMS, RCS, email, and push notifications to deliver personalized customer experiences. The company partners with 8,000+ customers across 70+ industries and is recognized as the #1 SMS marketing provider by G2.
You will lead Attentive's customer support organization as Director of Support, owning the complete support function including leadership team, operating model, budget, and service commitments. This is a strategic operations role focused on scaling support without proportional headcount growth through technology, automation, and organizational design.
Key Responsibilities:
- Lead the support management team across US, UK, and Australia; hire, develop, and set performance standards for managers and team leads
- Own the operating model, including tier design (L1/L2/L3), regional coverage, and the balance between stateside and offshore delivery
- Manage offshore and partner capacity, ensuring quality and SLO parity across all teams
- Own the support budget, headcount model, BPO spend, and tooling spend; build cost and capacity models tied to volume and SLO attainment
- Set and own the quality framework: KPIs, SLOs, QA programs, and performance standards by tier; accountable for CSAT, SLO attainment, and resolution trends
- Design and launch a premium/enterprise support offering with tier-based SLAs that can be consistently met
- 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 executives; own CS incident-management program
- Partner across Product, Engineering, CS, Services, and Enablement on supportability, scope boundaries, and customer-driven roadmap input
The role inherits a functioning support organization with three tiers, defined standards, and established SLOs. AI is already deployed for deflection, agent assist, and quality management. You will determine what Support is accountable for, what it should cost, and how it scales efficiently.
Requirements:
- Experience leading a B2B SaaS support or CX organization through meaningful operational change (tier redesign, transition to partner/offshore teams), with accountability for both outcome and execution
- Several years of experience 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 a data- or integration-heavy product where data discrepancies and integration failures are common; credibility with technical teams required
- Experience deploying AI in a support context with understanding of deflection quality, failure modes, and where humans must remain in the loop
- Experience working alongside a strong technical operations leader and enabling their success
Nice to Have:
- Martech, ecommerce, or analytics background
- Familiarity with Zendesk, Assembled, and Looker
- Experience designing or launching a premium or tiered support offering
- Follow-the-sun coverage experience across US, UK, and Australia
