Director of Customer Support

Job Description

Job Description

Position Summary

Crexendo VIP Services is looking for a Director of Customer Support to lead the teams that keep our VIP customers connected, confident, and successful on the VIP platform. This leader owns the day-to-day performance of VIP Support and sets the standard for a world class support experience across every tier and every channel.

We view support as a value driver, not a cost center. The right leader treats every interaction as a lever for retention, satisfaction, and account growth, and builds a premium, high touch experience that becomes a reason customers stay and expand with Crexendo VIP. This role does not operate in isolation. It works shoulder to shoulder with the Implementation and Onboarding teams, the Enablement teams, the Platform Operations teams, to make the customer journey seamless from the first day of onboarding through steady state operations. The ideal leader is equal parts operator, coach, and customer advocate, brings an AI forward and data driven mindset, and favors durable process and platform fixes over short term workarounds.

Core Responsibilities Service Strategy and Vision

• Set the strategy, structure, and operating model for VIP Support, and position the function as a driver of customer satisfaction, retention, and expansion.
• Design a tiered service model that includes a premium, concierge level experience for the highest value VIP accounts and critical services.
• Mature the organization over time, moving from ad hoc effort to a scalable, well documented service capability with clear ownership for every request.
• Benchmark against leading support organizations in UCaaS and SaaS, and continuously evolve the model toward better customer outcomes.

Support Operations and Escalation Management

• Own service level performance, severity governance, and escalation orchestration across all support tiers, from frontline response through advanced engineering escalation.
• Serve as the senior escalation point for high priority, customer impacting incidents, driving unified communication and fast resolution.
• Establish and enforce the SOPs, playbooks, and runbooks that ensure a consistent, high quality service experience, informed by ITSM (IT Service Management) discipline.
• Build and maintain a knowledge centered service model and QA program that keeps support accurate, consistent, and scalable.
• Identify patterns across tickets and incidents, and lead proactive initiatives that reduce volume and recurrence at the source rather than absorbing repeat work with headcount.

Cross Team Collaboration

This role is a connective hub across the VIP customer lifecycle. Success depends on tight partnership with the sibling departments and Engineering.

• Implementation and Onboarding: partner on a clean handoff from deployment to steady state support, feed field learnings back into the onboarding playbook, and reduce early life tickets through better day one readiness.
• Enablement: keep training material, knowledge base articles, and certification paths current, and surface the real world gaps agents hit so the content stays practical.
• Platform Operations: collaborate with PlatOPS on platform health, change awareness, incident coordination, and the feedback loop that turns recurring support signals into platform level fixes.
• Engineering and Product: monitor customer impacting defects, prioritize fixes, and carry the voice of the customer and root cause insight into roadmap and reliability discussions.

Carrier, Vendor, and Partner Management

• Own the operational relationships with carriers and upstream vendors, including escalations, number and DID management, trunk group issues, and service quality.
• Manage support tooling and vendor relationships so the team has the systems and integrations it needs to operate efficiently, and hold vendors accountable to cost and performance.
• Represent VIP Support in partner facing escalation and process discussions, and shape joint support models with integration and channel partners.

AI Forward Operations and Enablement

• Champion an AI forward approach across VIP Support, making AI a default first step for triage, response drafting, knowledge surfacing, and root cause analysis.
• Drive adoption of AI assisted workflows and self-service deflection that reduce ticket volume and speed resolution while protecting quality and the human touch on critical accounts.
• Keep the team current on emerging AI capabilities and embed them into runbooks, onboarding, and the knowledge base, and track measurable adoption and efficiency gains.

People Leadership and Development

• Lead, coach, and grow team leads and individual contributors, set clear expectations and KPIs, and run a consistent operating rhythm with regular retrospectives.
• Own staffing strategy and coverage models across tiers, and manage the support budget with an eye to cost to serve and smart investment in people, training, and tooling.
• Build career paths and skill development plans that keep tenured team members engaged and reduce attrition in a demanding support environment.
• Foster a supportive, accountable, and customer first culture where the team feels equipped to do its best work and is recognized for their efforts.

Customer Experience and Advocacy

• Own the overall support experience for VIP customers and treat every interaction as a reflection of the Crexendo VIP brand.
• Personally engage on the most sensitive escalations and executive relationships, and represent support in service reviews such as QBRs and MBRs for key accounts.
• Turn customer feedback, survey data, and escalation patterns into a concrete improvement roadmap with owners and timelines.
• Protect and grow customer trust through firm, honest, and evidence grounded communication, especially during incidents and difficult conversations.

Data, Reporting, and Continuous Improvement

• Own the support reporting framework, including CSAT, NPS, SLA attainment, average resolution time, first contact resolution, backlog, and reopen rate, and report performance to leadership.
• Build client facing dashboards and reporting that demonstrate value and transparency to VIP customers.
• Translate data and trends into clear, actionable insights and continuous improvement initiatives.
• Contribute to compliance and quality initiatives, including SOC 2 aligned process discipline and consistent documentation, and prepare executive and board level summaries that connect support performance to business outcomes.

Qualifications Required

• Seven or more years of customer support, technical support, or customer success experience, with at least three years leading teams, ideally in UCaaS, VoIP, telecommunications, or SaaS.
• A track record of running multi-tier support organizations and hitting service level and satisfaction targets at scale, including experience leading other leaders.
• Strong command of support metrics and service economics, and the judgment to know which numbers matter and when.
• Proven ability to partner across implementation, enablement, operations, and engineering functions to deliver a unified customer experience.
• Hands on experience with modern support tooling such as Zendesk, Zoho, Hubspot, Jira, or comparable ticketing and knowledge platforms.
• An AI forward mindset, with a habit of using AI in daily work and a track record of leading a team to adopt it with confidence.
• Excellent written and verbal communication, with the ability to move fluidly between a frontline agent, an engineer, and a customer executive.

Preferred

• Direct experience with the NetSapiens platform or a comparable hosted communications platform.
• Working knowledge of SIP, call quality troubleshooting, and packet capture analysis, enough to lead credibly on complex escalations.
• Experience owning carrier and vendor relationships, including escalations, number management, and service quality.
• Familiarity with ITSM frameworks such as ITIL, and with knowledge centered service and self service support models.
• Familiarity with compliance frameworks relevant to communications and customer data, including SOC 2 and HIPAA.