Note: The job is a remote job and is open to candidates in USA. Attentive is an AI marketing platform for 1:1 personalization that helps brands build customer relationships through SMS, RCS, email, and push notifications. The Director of Support will lead the global Support organization, define its operating model and quality standards, manage budget and capacity, launch premium support offerings, and serve as the senior escalation point for customers and internal stakeholders.
Responsibilities
- Manage Support Managers and the Team Lead structure across US, UK, and Australia. Hire, develop, and hold a high standard for the people who lead the team day to day
- Set the target state for tier design (L1/L2/L3), what stays stateside versus offshore, regional coverage, and peak-period operations. Sequence the transition and hold the team to it
- Decide what work is delivered by partner teams versus stateside, how the teams work together, and how quality and SLO parity are maintained across both. Run the partner performance cadence, with Revenue Strategy & Operations supporting contracting and vendor management
- Own the headcount model, BPO spend, and tooling spend. Build a cost and capacity model that ties staffing to volume and SLO attainment and is used for annual planning
- Own the KPI and SLO framework, the QA program, and performance standards by tier. Accountable for CSAT, SLO attainment, and resolution trends
- Design and launch a premium/enterprise support offering with tier-based SLAs Support can consistently meet. Set scope boundaries with CS, Services, and Sales, and provide the paid or self-serve alternative when work falls outside scope
- Define the leadership model, technical bar, career path, and relationship with Engineering for our Level 3 team
- For customers, CS leadership, and the executive team. Own the CS incident-management program at the program level
- Product and Engineering on supportability and customer-driven roadmap input; CS and Services on scope and handoffs; Enablement and Product Marketing on self-serve and launch readiness
Skills
- * Experience leading a B2B SaaS support or CX organization through a meaningful change in how work is delivered—such as a tier redesign or transition to partner or offshore teams. You have been accountable for both the outcome and execution
- * Several years of experience managing managers and developing strong leaders
- * Experience managing a support budget and building capacity models that inform staffing decisions
- * A track record of holding clear scope boundaries with internal stakeholders while offering workable alternatives
- * Experience running support for a data- or integration-heavy product, where data discrepancies and integration failures are common issues. You don't need to debug them, but you should be credible with the people who do
- * Experience deploying AI in a support context, with a clear understanding of deflection quality, failure modes, and where humans need to remain in the loop. You will be accountable for the results; someone else will build the tools
- * Experience working alongside a strong, technical operations leader and giving them the space to do their best work
- * Martech, ecommerce, or analytics background
- * Familiarity with Zendesk, Assembled, and Looker
- * Designed or launched a premium or tiered support offering
- * Follow-the-sun coverage experience across US, UK, and Australia
Benefits
- Health & wellness benefits
- Equity
Company Overview
Company H1B Sponsorship