Director of Customer Support, SecurityScorecard

• Experience leading a support, customer success, or technical services team, with a track record of measurably improving customer experience metrics
• Genuine fluency with AI tools in a support context, implementing or scaling AI-assisted triage, drafting, knowledge retrieval, or case deflection, and you understand both the upside and the limits
• Strong analytical instincts: comfortable digging into case data to find root causes and trends, not just closing tickets
• Collaborative, cross-functional operating style to build real partnerships with Product, Engineering, and GTM teams rather than working in a silo
• Excellent listening skills and genuine comfort being customer-facing, including joining live calls when it matters
• A clear grasp of how support work connects to revenue outcomes like NRR and GRR
• Strong people leadership skills hiring, coaching, performance management, with a customer centric culture centered on the customer

Desirable

• We're looking for an AI-native support leader to own and evolve our customer support function
• This role sits at the intersection of support, customers, and engineering
• The person in this seat is obsessed with the customer experience, thinks in patterns rather than tickets, and treats every support interaction as a signal that can shorten time to value, prevent the next escalation, and move the needle on retention and growth
• Lead and develop a high-performing support team, building an operating model that uses AI tools to triage, resolve, and route cases faster, without losing the human judgment high value customers need for complex issues
• Relentless focus on reducing time to value and removing friction at every touchpoint
• Identify and remove internal blockers that slow the team down, whether that’s tooling, process, staffing, or cross-team handoffs
• Partner closely with Product on the support roadmap, feeding customer signal into prioritization and closing the loop on shipped fixes
• Analyze support case data to identify patterns and emerging trends, and work directly with Engineering to get ahead of issues before they escalate or repeat at scale
• Build and maintain an escalation management process that catches risk early and keeps the right stakeholders informed
• Get on calls with customers regularly, this is not a desk-only leadership role. Show up for high-value or high-risk conversations, listen first, and use what you hear to improve the broader system
• Partner with CSMs and Account teams to align support strategy with account health, renewal conversations, and expansion opportunities
• Define and track the metrics that matter CSAT, time to resolution, time to value, escalation rate and tie support performance directly to NRR and GRR outcomes
• Champion a culture of customer obsession across the team: hire, coach, and develop support professionals who listen well and advocate hard for the customer