[Remote] Director of Customer Support

Note: The job is a remote job and is open to candidates in USA. Triple Whale is the AI operating system built for modern ecommerce, helping brands transform complex data into actionable insights. They are seeking a Director of Customer Support to lead and scale their customer support function, focusing on technical and operational excellence while leveraging AI to enhance service delivery.

Responsibilities

• Lead the team. Hire, coach, and develop a high-performing Customer Support org — support managers, frontline ICs, and a support engineering bench and set the technical bar for the function
• Set and execute the strategy. Define how Customer Support scales with the business and build the processes, workflows, and systems that get us there without linear headcount growth
• Take an AI-first approach. Design how Moby and our AI tooling deflect, triage, and assist — the operating contracts, retrieval quality, guardrails, QA loop, and human-handoff moments that make it trustworthy and measurably better every quarter
• Run operations against real metrics. Own response time, time-to-resolution, CSAT, deflection, ticket-per-customer, and team productivity — instrument them, publish them, move them
• Stand up support engineering as a discipline. Lead the technical work directly: reproductions, log diving, SQL, API debugging, pixel/integration triage, and the closed-loop on customer comms
• Own bug triage end-to-end. Intake, severity model, SLAs, ownership, and the reporting that gives leadership a real-time view of what's broken, who owns it, and what's at stake in ARR
• Partner with Product and Engineering. Be the technical interface to R&D — credible on the issues, sharp on prioritization, and the source-of-truth for customer-driven roadmap signal and trend analysis
• Be the senior escalation point for complex customer situations and platform issues, and the person customers and execs trust to get them resolved
• Build the knowledge layer. Documentation, KB, in-app guidance, and customer education that powers both self-serve resolution and Moby-assisted answers
• Own staffing and capacity — headcount modeling, organizational design, and global coverage across US, EMEA, and APAC to support business growth
• Set the culture. Customer-first, technically rigorous, accountable, and obsessed with continuous improvement

Skills

• 8+ years of experience in Customer Support, Customer Experience, or Customer Operations within a SaaS environment
• 3+ years of experience leading managers and building high-performing support teams
• You've actually shipped AI in a support context — not as a roadmap slide. You can speak to deflection rates, retrieval quality, hallucination guardrails, and the failure modes of LLM-driven triage
• You've built or rebuilt a B2B SaaS support function through a hyper-growth or platform-complexity phase — ideally in martech, analytics, attribution, fintech, or another data-heavy category where 'the number looks wrong' is a daily ticket
• Strong understanding of support operations, workforce planning, service delivery, and customer support best practices
• Experience managing support KPIs, reporting frameworks, and operational dashboards
• Demonstrated ability to partner effectively with Product and Engineering teams to improve customer outcomes
• Exceptional leadership, coaching, and people development skills
• Strong analytical and problem-solving capabilities, with a data-driven approach to decision-making
• Excellent verbal and written communication skills, with the ability to influence stakeholders across the organization
• Experience supporting e-commerce, analytics, martech, or SaaS products is highly preferred
• Familiarity with Intercom, HubSpot, Intercom, Salesforce, or similar support platforms
• Ability to thrive in a fast-paced, high-growth environment while balancing strategic initiatives with operational execution

Company Overview