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Perry Weather is seeking a Director of Customer Support to lead the support function end-to-end, reporting directly to the COO. This is a player-coach role requiring deep hands-on involvement, especially early on, with responsibility for building and scaling a world-class support organization.
You will lead Tier 1 and Tier 2 support teams, hire and develop technical talent, and establish quality standards that reflect the company's commitment to customer success. The role demands credibility built on firsthand knowledge of Perry Weather's hardware, software, and customer base.
Key responsibilities include: leading and coaching the support team while building clear career paths; owning queue health, capacity planning, and predictable delivery; establishing metrics-driven reporting (resolution time, first-contact resolution, CSAT, escalation volume); reducing contact volume by addressing root causes through documentation, onboarding, product changes, or hardware improvements; managing the knowledge base as a product; deploying AI thoughtfully as a troubleshooting tool; designing escalation routing across teams; serving as Tier 3 for complex customer situations; and partnering with product and engineering to turn support insights into roadmap input.
The ideal candidate has 7+ years in customer support or technical support with proven team leadership experience. You should be deeply technical—able to debug alongside engineers, understand hardware-enabled SaaS or IoT systems, and distinguish configuration issues from real bugs. You excel at building processes and systems, are fluent in support metrics and data, actively work with AI today, and bring exceptional customer-facing skills. High agency and urgency are essential; you bring proposals and close loops independently.
Perry Weather's Oak Lawn office is in-person Monday through Friday, fostering real collaboration and strong culture. The company offers competitive health insurance, 401(k) matching, and a full benefits suite.
