New York, New York
Hybrid
Director
Full Time
22 days ago
💰$200,000 - $240,000
AI-driven supportSaaSCustomer SupportGlobal LeadershipHybrid WorkSupport Transformation
Requirements
- •10+ years of experience in Customer Support, Customer Operations, or SaaS Services leadership roles
- •Proven track record leading large-scale Support transformation initiatives
- •Proven experience scaling AI-driven support tools (chatbots, deflection engines, automation agents) from pilot to enterprise-wide deployment, with measurable containment and satisfaction outcomes
- •Demonstrated experience managing a global incident management process including on-call rotations, priority protocols, external status page communications, and post-mortem disciplines
- •Strong experience running multi-product or multi-business-unit Support in a SaaS environment, ideally through an acquisition or integration
- •Demonstrated expertise managing hybrid delivery models across in-house and outsourced teams
- •Experience implementing Support tooling, automation platforms, and scalable delivery frameworks
- •Strong financial and operational acumen with experience managing Support budgets, forecasting, and cost to serve
- •Experience leading global or regional teams in fast-paced, high-growth environments
- •Strong executive communication, stakeholder management, and organizational leadership capabilities
What You'll Do
- •Lead and scale a global Support organization across EMEA, North America, and APAC
- •Define and execute the Support strategy aligned with company growth objectives, retention targets, and customer outcomes
- •Lead the transformation of Support into an AI-first, scalable, multi-product function
- •Establish regional operating models and leadership structures that improve delivery consistency and operational accountability
- •Drive organizational alignment and integration initiatives following structural or product changes
- •Set and execute the roadmap for AI-driven deflection, triage, and resolution across all products
- •Lead the implementation of AI-powered support tools, chatbots, and operational agents
- •Make automation the default, not the exception, and scale containment without compromising customer experience
- •Position Support automation as a driver of both cost efficiency and customer satisfaction
- •Oversee end-to-end Support delivery across Contentsquare, Heap, Hotjar, and Loris
- •Run Support across Free, Growth, Pro, and Enterprise tiers with clear, enforced service standards for each
- •Own SLAs, CSAT, first contact resolution, deflection rate, and cost to serve
- •Implement operational cadences, KPI frameworks, and business review processes that improve visibility and execution
- •Lead the Support side of the Hotjar migration and build the playbook for absorbing future product transitions without service disruption
- •Partner with Product and Engineering to build support readiness for new AI-powered product features
- •Build and manage a hybrid delivery model across in-house teams and outsourced partners
- •Develop tiered delivery frameworks leveraging internal teams, regional partners, and remote delivery models
- •Lead partner negotiations and vendor management initiatives to improve delivery capacity and cost efficiency
- •Establish governance models and performance standards across internal and external delivery teams
- •Lead the modernization of Support tooling, systems, and operational infrastructure
- •Evaluate, negotiate, and implement platforms that improve customer visibility, case resolution, and KPI reporting
- •Partner with Product and Engineering on integrations and workflow automation across the Support lifecycle
- •Turn ticket data into product insight through a structured feedback loop into Product and Engineering
- •Build the motion for Support to surface trial activations, upsell signals, and expansion opportunities to Customer Success and Sales
- •Contribute operational insights that improve product adoption, retention, and long-term customer value
- •Partner closely with Customer Success, Professional Services, Product, Engineering, Sales leadership, and Finance
- •Support strategic customer escalations and complex engagements where executive oversight is required
- •Build high-performing Support leadership and delivery teams across regions
- •Build a team that is technically fluent, customer-obsessed, and comfortable working alongside AI agents
- •Create career paths across products, not within silos
- •Drive clear accountability structures, communication frameworks, and performance management practices
- •Lead teams through organizational transformation and operational scaling while maintaining execution focus and team alignment
Benefits
- •Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
- •Work flexibility: hybrid and remote work policies
- •Generous paid time-off policy (every location is different)
- •Lifestyle allowance
- •A Culture Crew in every country to coordinate regular activities for employees to get to know each other and bond outside of work
- •Every full-time employee receives stock options, allowing them to share in the company’s success
- •Multiple Employee Resource Groups offering safe spaces for individuals to connect, support one another, and advocate for issues close to their hearts
- •Additional benefits tailored to each country
About ContentSquare
Contentsquare is an AI platform that provides product analytics, customer feedback, digital experience analytics, and monitoring services.
Paris, France
1000 - 5000
Product Analytics