Director of Customer Support

The role

The Director of Customer Support builds, scales, and leads the support organization. This leader directs 20 or more support managers, team leads, and engineers to deliver technical help to manufacturing customers.

What you will do

• Lead the Tier 1 and Tier 2 support teams through reorganization
• Create performance standards and hold teams accountable through quality reviews and coaching
• Build performance metrics and frameworks for individuals and teams
• Co-own the annual operating plan and headcount planning
• Set annual and quarterly support goals and review progress with the executive team
• Define the team operating model including span of control, shift coverage, and staffing levels
• Run a leadership development program for Team Leads and Managers
• Own support quality and customer effort
• Lead escalations for Sev 1 incidents and strategic accounts
• Reduce recurring hardware issues by leading root-cause investigations

Required qualifications

• 8+ years in customer or technical support, including B2B SaaS or hardware-enabled SaaS
• 4+ years in director-level leadership managing 15+ people across multiple supervisory levels
• 2+ years directly accountable for SLA, CSAT, or quality metrics
• Understanding of incident management and hardware or software troubleshooting in connected devices
• Proven track record building high-performing support organizations, recruiting, developing leaders, and creating accountability
• Measurable gains in CSAT, SLA compliance, resolution time, and first contact resolution
• 2+ years leading remote, shift-based, or follow-the-sun teams
• Comfort with diagnostics, data analytics, and AI in support workflows
• Strong background in well-structured operations and running processes that handle incoming work reliably
• Ability to translate field data into technical discussions with engineering
• Experience building new structures while keeping operations stable

Nice to have

• 3+ years in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar technical B2B sectors
• Mexico or Latin America experience
• Hardware or technical background
• Proactive support or implementation experience

Benefits

• Competitive compensation package including stock options
• Flexible work schedule
• Comprehensive benefits including retirement plan match
• Opportunity to make a real impact every day
• Work with a dynamic and growing team
• Unlimited PTO

About the company

AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience. The team includes world-renowned engineers and distinguished business leaders building the future of predictive maintenance.