Senior Director of Support

Leading the SMS support team, the full-time Senior Director of Support will build and scale a high-performing organization, manage operational excellence, and drive client satisfaction while working remotely. Key responsibilities Provide leadership, coaching, and performance management for the SMS support staff Define and enforce SLAs, monitor performance metrics, and manage incident response protocols Drive client satisfaction by serving as the escalation point for complex issues and advocating for product improvements Required qualifications 7+ years of experience in SaaS support, including 3 years in a senior leadership role Proven ability to build and scale support organizations during growth or change Strong operational background with experience in SLA design and ticket management systems Demonstrated success in driving customer satisfaction improvements and reducing escalation rates Experience evaluating or implementing AI tools within a support environment