Director of Customer Support, Rebrandly

• You are a seasoned leader with extensive experience designing and managing global customer support operations
• You thrive in building and optimizing support models, including transitioning between insourced and outsourced frameworks
• Your ability to blend strategic vision with operational execution ensures that support teams deliver exceptional service at scale
• With a customer-first mindset, excellent communication skills, and a knack for leveraging data, AI, and technology, you know how to leverage support operations for competitive advantage
• 10+ years of experience in customer support or operations, with at least 5 years managing global support teams
• Experience in a PLG or SaaS business environment
• Proven expertise in designing and managing insourced and outsourced customer support models globally
• Demonstrated success in building and scaling customer support operations in fast-growing SaaS companies
• Strong analytical skills, with experience leveraging data and AI tools to inform decisions, measure success, and drive continuous improvement
• Excellent leadership and communication skills, with the ability to influence and collaborate across teams and geographies
• Proficiency with customer support tools and systems (e.g., Zendesk, HelpScout, Salesforce Service Cloud) and familiarity with automation and self-service technologies
• Deep customer focus and a commitment to delivering exceptional service experiences
• Bachelor’s degree in Business Administration, Operations, or a related field

Desirable

• As the Director of Customer Support, you will design and implement a world-class customer support strategy, ensuring seamless experiences for Rebrandly customers across geographies
• You will develop scalable support systems that balance insourced and outsourced models, leveraging your expertise to build and optimize global operations
• Your leadership will ensure customers receive timely, high-quality support while driving efficiency, customer satisfaction, and loyalty
• You will lead a highly skilled organization that is passionate about providing a great support experience for our customers
• Your knowledge of best practices, tools, and processes will support Rebrandly’s rapid growth
• By managing, mentoring, and leading a diverse team, you will foster a collaborative and inclusive work environment that embodies continuous learning and development
• Set the vision, strategy, roadmap, and goals for the Customer Support team
• Oversee growth, service levels, and productivity of department members with appropriate training, coaching, quality assurance, and performance enablement
• Use a data-enabled approach to inform coaching decisions and actions on both a team and individual level
• Design and implement a global customer support strategy, balancing insourced and outsourced support models to align with business goals and customer needs
• Lead the evaluation, selection, and management of outsourcing vendors/partners, ensuring alignment with quality, cost, and operational standards
• Develop and optimize workflows, processes, and systems to ensure consistent, efficient, high-quality customer support across all channels
• To ensure continuous improvement, define and track key performance metrics, including customer satisfaction (CSAT), Net Promoter Score (NPS), response times, and resolution rates
• Partner with internal stakeholders (e.g., product, engineering, sales) to address customer feedback, identify pain points, and enhance the customer experience
• Build, mentor, and manage a high-performing global support team, fostering a culture of accountability, collaboration, and professional development
• Implement and leverage customer support technologies like CRM and ticketing systems to enhance operational efficiency and scalability
• Drive operational and strategic initiatives to improve scalability and cost efficiency, including process automation, self-service enhancements, and resource optimization
• Collaborate with all stakeholders of cross-functional projects and maintain a top-down view of execution performance
• Understand the technical environments and infrastructure of Rebrandly’s customers- i.e., which product versions are current, how they are configured, and key integrations - and serve as a strategic escalation point for account intelligence to the company