Director, Customer Support Systems

About the Role

For our client, we are seeking a Director Customer Support Systems to join the team of a leader in the Information Technology space. This role will drive marketing initiatives focused on growth, customer acquisition, brand performance, and measurable demand creation. You will collaborate with analytics, product, creative, and commercial teams to turn market insights into scalable campaigns, testing strategies, and performance improvements. The position offers the opportunity to directly influence customer engagement, conversion performance, and revenue growth within a technology-driven environment.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $152,800 -- $259,200 annually

Responsibilities

• Lead strategy and architecture for the company's customer support technology ecosystem
• Define a multi-year roadmap focused on retention and customer experience
• Ensure high operational reliability of the Zendesk platform
• Partner with post-sales leaders to enhance proactive support models
• Design scalable post-sales workflows across customer lifecycle
• Implement AI and automation to improve operational efficiency
• Collaborate with data teams to ensure accurate customer insights

Qualifications

• 5-7 years in Enterprise Applications or Business Systems
• Deep understanding of post-sales processes, especially in B2B software
• Experience with platforms like Zendesk, Service Cloud, or Gainsight
• Ability to create integrations with Salesforce and other systems
• Strong relationship-building across technical and business domains
• Analytical skills to work with models and reports
• Proven track record of leading remote teams effectively

Benefits

• Health, financial, and well-being benefits
• Flexible Paid Time Off
• Team Member Resource Groups for diverse communities
• Equity compensation and stock purchase plan
• Growth and development fund
• Parental leave
• Support for home office setup

Our client is an equal opportunity employer. We encourage you to apply even if you don't meet every qualification---your background could be exactly what this team needs.