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Salary: USD 137,280 - 171,600 / annual
Constant Contact seeks a Director of Customer Support to lead global service delivery operations for a high-volume, multi-channel support environment. You will report to the Sr. Director of Customer Support and hold operational accountability for Tier 2 and Tier 3 support organizations serving a diverse, global customer base.
Key Responsibilities:
- Lead advanced technical support delivery across T2 and T3 tiers, ensuring teams have the technical expertise and problem-solving methodologies to resolve complex customer inquiries efficiently.
- Serve as the primary bridge between Customer Support and Product/Engineering organizations, synthesizing technical support data and escalation trends to influence product cycles, drive bug remediation, and improve system health.
- Manage overall team performance against strict benchmarks, monitoring CSAT/NSAT, first contact resolution (FCR), handling times, and resolution rates.
- Act as the definitive escalation point for sensitive, complex, and time-critical customer technical issues to safeguard retention and drive quick wins.
- Partner with Workforce Management and Finance to review advanced-tier volume forecasts and align technical staffing plans with business objectives and SLAs.
- Establish objectives, conduct performance evaluations, and provide targeted coaching to people leaders and frontline teams. Partner with Learning and Enablement to design progression programs that scale advanced technical skills and leadership capabilities.
- Communicate department and company goals through T2/T3 tiers to foster purpose and cross-functional alignment. Work cross-functionally with Customer Success, Sales, IT, and HR on corporate initiatives.
Success Metrics:
- Maximize First Contact Resolution and Tier 2/3 resolution rates while reducing backlog depth and engineering cycle time for customer-reported issues.
- Achieve outstanding customer satisfaction metrics (CSAT/NSAT) for advanced technical support interactions and executive-level escalations.
- Utilize technical support data and customer feedback to positively affect the product development lifecycle and systematically reduce product friction.
- Meet or exceed designated SLAs by aligning advanced technical team capacity with volume fluctuations, managed in sync with corporate cost-per-interaction goals.
- Develop a highly capable, engaged, and retention-focused team of technical support professionals and people leaders with distinct career progression paths.
Requirements:
- Minimum 5 years of senior leadership experience in a high-volume, multi-channel customer or technical support center.
- Proven history of operating successfully within a SaaS environment, with deep understanding of Small and Medium-Sized Businesses (SMBs) and their unique operating verticals.
- Strong experience building highly collaborative partnerships with technical groups, specifically Engineering, Product, and IT, to manage technical roadmaps and escalation processes.
- Proven ability to manage people leaders and high-performing technical support resources across multi-site onshore, nearshore, and offshore environments.
- Strong written, verbal, and analytical skills, with demonstrated ability to independently problem-solve, take initiative, and maintain focus on continuous quality improvements.
- Experience collaborating with and managing business process outsourcers (BPOs) or vendor delivery partners to balance cost-effectiveness with high-quality service outcomes.
