Director, Customer Support
SQUIRE
- Location
- United States of America
- Posted
- Salary Range
- 135k - 145k USD
Lead a high-performing customer support team delivering exceptional 24/7 service to the global customer base, with up to 25% travel
Remote Jobs
Manager Technical Support Operations - Remote from EMEA
Aircall
- Location
- Cameroon
- Posted
Lead technical support operations for Aircall's customer support systems and tools, with a focus on creating robust solutions.
Director, Product and Privacy
Apollo.io
- Location
- United States of America
- Posted
Lead Apollo.io's Product & Privacy initiatives, manage legal processes, ensure compliance with privacy laws, and collaborate across teams to build scalable solutions for legal and privacy challenges.
Director of Strategic Accounts
Tanium
- Location
- Japan
- Posted
Tanium seeks DSA with enterprise software sales experience, strong team mentality & excellent communication skills
Director of Strategic Accounts
Tanium
- Location
- United Kingdom
- Posted
Lead strategic account sales at Tanium, driving growth by articulating platform value to C-Suite executives and managing complex sales cycles with a focus on team collaboration and quota achievement.
Senior Director - Product Management
Dropbox
- Location
- United States of America
- Posted
- Salary Range
- 245k - 414k USD
Lead Dropbox product strategy, drive monetization growth, and deliver high-quality customer experiences.
Senior Director - Fraud Strategy
Vonage
- Location
- United States of America
- Posted
Senior Director of Risk/Fraud for UCaaS/CPaaS platforms, developing fraud mitigation strategies and leading teams to safeguard systems and protect customers.
Enterprise Sales Director, Spain
Semperis
- Location
- Spain
- Posted
Lead Semperis' sales efforts in Spain as an Enterprise Sales Director, driving business growth through strategic account management and deal closure.
Director - Analytics, Automation & AI
UpGuard
- Location
- Australia
- Posted
Lead analytics & automation efforts for UpGuard's A3 team, driving operational efficiency & data-driven decision-making across the company.
Director of Engineering - Platform
Mapbox
- Location
- United States of America
- Posted
Director of Platform at Mapbox leads cloud and data platform operations, driving customer focus, operational excellence, and innovation.
Director of Product - Data
Axios
- Location
- United States of America
- Posted
- Salary Range
- 180k - 220k USD
Lead data initiatives at Axios, driving impactful insights and strategies that enhance customer understanding and business growth. Collaborate across teams to leverage data effectively and develop innovative solutions.
Senior Director, Client Partnerships
Axios
- Location
- United States of America
- Posted
- Salary Range
- 93k - 123k USD
Lead client partnerships at Axios, driving revenue growth through strategic relationships and innovative solutions in local advertising. Enjoy comprehensive benefits and a supportive work culture.
Sales Account Director, Enterprise
StackAdapt
- Location
- United Kingdom
- Posted
Sales Account Director, Enterprise - Join StackAdapt as a Sales Account Director and drive revenue growth with top holding company agencies and brands.
Director of Client Success
Degreed
- Location
- United States of America
- Posted
Lead client success teams to drive revenue growth, retention, and expansion for enterprise clients across North America and Latin America.
Director of Major Gifts
Mercy For Animals
- Location
- United States of America
- Posted
Director of Major Gifts at Mercy For Animals, responsible for managing major gift portfolios, cultivating donor relationships, and soliciting donations.
Technical Product Support Engineer | Hybrid | Bengaluru, India
Degreed
- Location
- India
- Posted
Technical Support Engineer at Degreed: Provide level 1 & 2 support via phone, email, chat; troubleshoot software issues; refine processes for exceptional client experience.
Director of Demand Generation
OfferFit
- Location
- Brazil
- Posted
- Salary Range
- 193k - 233k USD
Lead OfferFit's demand generation efforts to drive revenue growth. Oversee multi-channel campaigns, optimize marketing automation, align with sales for maximum impact, and mentor a skilled team in a fast-paced environment.
Senior Director, Public Policy
Gitlab
- Location
- United States of America
- Posted
- Salary Range
- 212k - 396k USD
Lead GitLab's public policy initiatives by engaging with governments and analyzing legislation to protect company interests. Advise leadership on regulatory matters and collaborate across teams to influence emerging policies in tech-related areas such as AI, open source software, sustainability, privacy, and security.
Job Opportunity : Application Support Engineer III - IN
Rackspace
- Location
- India
- Posted
Manage Microsoft 365 services and applications for license management, security, and compliance
Director - People Business Partner
Impossible Foods
- Location
- United States of America
- Posted
- Salary Range
- 188k - 240k USD
Lead HR initiatives at Impossible Foods, focusing on talent development, organizational design, and cultural evolution while supporting a mission-driven team committed to sustainability and innovation.
Director, Customer Support
SQUIRE
Job Location
Salary Range
135k - 145k USD / YEAR
Job Summary
The Director of Customer Support at SQUIRE will lead a high-performing team delivering exceptional 24/7 service to the global customer base. The role requires strategic leadership, hands-on management, and proactive engagement strategies to improve efficiency, customer satisfaction, and retention. As a remote position with up to 25% travel, this director will oversee scaled customer success initiatives, including retention and low-touch success management. They will also build and optimize BPO partnerships, develop support workflows, and lead vendor relationships. The ideal candidate has 7+ years of experience in customer service or support leadership, managing large-scale 24/7 operations, and building global support teams across multiple time zones.
WHO WE ARE
SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.
Founded in 2015, SQUIRE is trusted by barbers in 4,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.
For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.
SUMMARY
The Director of Customer Support will lead a high-performing, customer-first team that delivers exceptional, 24/7 service to our global customer base. This role requires a strategic, hands-on leader who can develop and implement scalable support models, operational processes, and proactive engagement strategies to improve efficiency, customer satisfaction, and retention. In addition to core support functions, this role also owns scaled customer success initiatives, including retention and scaled/low-touch success management, ensuring every customer receives the best possible experience.
This is a highly demanding and dynamic position that requires flexibility and a deep commitment to availability across multiple time zones. While there is autonomy in managing your schedule, you are expected to be accessible to teams, BPO partners, and key stakeholders after-hours and on weekends if needed across global regions to ensure continuity of operations.
This role is fully remote for US-based candidates, with up to 25% traveling domestically and internationally to meet with teams, BPOs, and customers.
REPORTS TO
Chief Customer Officer
JOB DUTIES AND RESPONSIBILITIES
- Build, lead, and scale the Customer Support organization, fostering a culture of ownership, accountability, and continuous improvement.
- Set and enforce KPIs, OKRs, and performance management frameworks that align with company-wide objectives.
- Provide career mentorship, structured training programs, and leadership development to support the career growth of the team.
- Develop, refine, and optimize global 24/7 support operations, ensuring responsiveness and efficiency across multiple time zones and languages.
- Design and scale support workflows, automation, and AI-driven solutions to improve resolution times and customer satisfaction while maintaining cost efficiency.
- Lead vendor and BPO relationships, ensuring external support teams operate at the highest standard.
- Own the infrastructure, tools, and enablement needed to support a rapidly growing customer base with diverse needs.
- Oversee scaled retention management strategies, ensuring high-risk customers receive targeted interventions to prevent churn.
- Drive a proactive support model, leveraging data insights to identify trends and reduce inbound case volume through automation and self-service.
- Establish and manage customer health scoring methodologies to track support effectiveness and identify areas for improvement.
- Act as a strategic partner to Product, Engineering, and Customer Success, leveraging support insights to influence product roadmaps and streamline issue resolution.
- Own and elevate the Voice of the Customer program by synthesizing feedback and reporting on trends to leadership.
- Partner with Sales and Success teams to improve customer onboarding and ensure new users have a seamless setup experience.
- Lead major incident response and crisis communication efforts, ensuring that customer-impacting issues are handled with transparency and urgency.
- Be an executive escalation point for high-profile support cases, balancing customer advocacy with business needs.
- Foster a customer-obsessed culture that prioritizes customer advocacy across all departments.
- Ensure that customer satisfaction and churn mitigation are embedded as core success metrics for the organization.
Leadership & Team Development
Operational Strategy & Execution
Customer Retention & Proactive Engagement
Cross-Functional Collaboration
Crisis & Incident Management
Customer-Centric Culture
The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.
REQUIREMENTS AND QUALIFICATIONS
- 7+ years of experience in customer service or support leadership, including 3+ years managing large-scale 24/7 operations (40+ FTEs).
- Proven experience managing global support teams across multiple time zones, with a track record of successfully leading teams in high-pressure environments.
- Experience building and optimizing BPO partnerships, including defining SLAs, quality controls, and cost management strategies.
- Demonstrated ability to scale support operations efficiently while balancing customer experience and cost-to-serve.
- Strong technical acumen with support tooling, including CRM, ticketing systems, IVR, WFM, chat, SMS, AI automation, and self-service platforms.
- Ability to make data-driven decisions, leveraging metrics and analytics to improve processes, drive accountability, and enhance customer outcomes.
- Exceptional problem-solving and crisis management skills, with the ability to manage high-pressure customer escalations effectively when necessary.
- Highly flexible and available to support teams across time zones and on weekends when needed to ensure continuity of operations.
- Excellent cross-functional leadership skills, with experience influencing stakeholders across Product, Engineering, and Success teams.
- Ability to travel up to 25%, both domestically and internationally.
WHAT WE OFFER
- Base salary ($135,000-145,000)
- Annual discretionary bonus (15% target)
- New hire equity grant
- 100% employer paid medical, dental, and vision insurance for you and your dependents
- 401K plan with non-elective company contribution
- Generous PTO and Parental Leave policies
- Remote-first flexibility with a culture of high autonomy and trust.
- A fast-paced, high-impact role where you own your function, your work directly shapes the customer experience at scale.
- Opportunities to grow within a rapidly expanding organization.
Interview Accommodations
SQUIRE is committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are an individual with a disability requiring an accommodation to apply for an open position, please email your request to [email protected] and someone on our team will respond to your request.
EEO Provision
SQUIRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Pay Transparency Nondiscrimination Provision
SQUIRE will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
E-Verify Participation
