Note: The job is a remote job and is open to candidates in USA. Calendly is a company whose customers rely on its growing scheduling product. The Senior Director, Customer Support will shape and execute the customer support strategy, oversee scalable support operations, and lead high-performing teams. The role partners cross-functionally and uses data, automation, and customer feedback to improve satisfaction, retention, and operational efficiency.
Responsibilities
- Develop and execute a customer support strategy aligned with company goals, prioritizing customer satisfaction, retention, and operational excellence
- Lead, mentor, and scale customer support teams, fostering a culture centered on collaboration, accountability, and continuous improvement
- Oversee daily operations across support channels, including email, chat, phone, and in-app support, ensuring timely resolution and high-quality interactions
- Establish, monitor, and report on support metrics and KPIs, such as response times, CSAT, NPS, ticket backlog, and escalation rates
- Collaborate with cross-functional partners, including Customer Success, Product, Engineering, and Sales, to champion the voice of the customer and drive enhancements to the product and support experience
- Analyze support data and customer feedback to identify trends, root causes, and opportunities for process or product improvement
- Design and optimize workflows, tools, and knowledge resources to support scalability as the customer base grows
- Oversee training and development programs, ensuring team members have the knowledge and skills to deliver excellent support
- Manage support budgets, resource planning, and vendor relationships as needed
- Handle escalated customer issues and critical incidents, ensuring prompt resolution and appropriate communication with stakeholders
- Partner cross-functionally to drive initiatives focused on automation, self-service, and proactive support that reduce friction and enhance customer value
Skills
- Bachelor's degree or equivalent work experience
- 8+ years of experience in customer support or customer service roles, including 3+ years of people management at the manager, director, or senior director level
- Proven track record of building, leading, and scaling customer support teams in SaaS, technology, or fast-paced environments
- Demonstrated success with operational excellence, using metrics, data, and customer insights to inform strategy and improvements
- Experience with customer support technology platforms, including CRM, ticketing, chat, and analytics tools such as Zendesk, Salesforce Service Cloud, or Intercom
- Strong leadership, communication, and interpersonal skills, with the ability to inspire and develop teams
- Advanced degree, such as an MBA, relevant certification, or training in customer experience, contact center management, or operations
- Experience managing global or distributed teams
- Change management expertise and a track record of leading through organizational transformation
- Experience designing or scaling automation and self-service tools, such as knowledge bases and chatbots
- Familiarity with customer-centric methodologies, including Voice of the Customer, Design Thinking, and Lean or Agile support practices
- Ability to influence and work cross-functionally to drive business outcomes
Benefits
- All full-time (30 hours/week) employees are also eligible for equity awards
- Competitive benefits
Company Overview