Director of Customer Support

Director of Customer Support

BS&A Software is looking for an experienced, customer-focused, and operationally minded leader to help us keep it that way as we scale. Reporting to the Vice President, Customer Support and Success, the Director of Customer Support will lead day-to-day operations of our Support organization, owning the results, and proactively driving improvements in our tools, processes, and AI roadmap. This is a self-directed leadership role: we expect you to identify what needs to change, build the plan, and make it happen, rather than waiting for direction.

The successful candidate has led customer support teams in companies providing complex B2B or B2G solutions, and can maintain the highest levels of customer satisfaction while driving efficiency. If you are a Support leader with a passion for customer experience and a track record of delivering measurable improvements, we want to hear from you.

Lead day-to-day operations of the Support organization, ensuring timely, effective resolution of customer inquiries, issues, and escalations.

Own Support's results. Proactively identify opportunities, set priorities, and bring recommendations and plans to the VP rather than waiting for direction.

Turn the customer support strategy into operating plans aligned with BS&A's goals and core values, and actively help shape that strategy.

Lead, inspire, and mentor a high-performing team of support managers, team leaders, and professionals, fostering a culture of excellence and customer-centricity.

Establish and monitor KPIs and operating cadences (WoW, MoM, QoQ, YoY) to run Support in a smooth, predictable way and to meet or exceed targets.

Analyze customer feedback and support data to identify trends and pain points, and take the initiative to launch and lead improvements in processes, efficiency, and productivity, from identifying the problem through measurable results.

Partner with Product, Engineering, Professional Service, Sales, and other departments to communicate customer feedback and drive improvements.

Develop training and professional development programs that keep the team well equipped and growing.

Proactively evaluate, implement, and optimize support tools and technologies, and lead the Support team on our AI journey, including areas such as AI-assisted case resolution, agent assist, and knowledge automation.

Help evaluate and shape future customer support offerings, including potential paid premium support options.

Other duties as assigned.

Key Attributes

Strong understanding of BS&A products and industry-leading customer support practices.

Demonstrated success executing support strategies that drive customer satisfaction and retention.

Self-starter and strong decision-maker who spots problems and opportunities early, acts without being asked, and is comfortable operating with autonomy and a high degree of ownership.

Excellent leadership and people management skills, with a track record of building and leading high-performing teams, including managers.

Analytical mindset, using data to drive decisions and continuous improvement.

Operationally minded, with the discipline to ensure the right methodologies, systems, tools, and processes are in place and consistently monitored.

Effective communication and interpersonal skills, with the ability to collaborate across departments.

Results-driven and customer-focused.

Qualifications

Five or more years of experience in customer support, including at least three years in a management or leadership role, ideally within an ERP company or other complex B2B/B2G SaaS, GovTech, or vertical SaaS environment.

Experience with customer support tools and technologies; Salesforce Service Cloud experience highly preferred.

Excellent organizational, operational, and planning skills.

Ability to work effectively across teams, both in person and remotely, in a hybrid environment based in Lansing, MI.

Bachelor's degree or higher.

Occasional travel to other offices and customer sites.

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process. AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate's qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.