Base: $200,000 - $220,000 usd; bonus/equity: not s...
Fully remote
Deep technical fluency
Hands-on ai and automation experience
Scaling technical support efficiently
Customer.io is seeking a Senior Director of Technical Support to lead their support organization, focusing on efficiency and customer satisfaction through technological innovation. The role requires a technically proficient leader who can build scalable support systems and drive cross-functional collaboration
Job Summary
Lead a Technical Support organization responsible for resolving customer issues, scaling support efficiently, and building systems to maintain customer confidence.
Design and deploy AI-driven workflows, automation, and tooling to scale Technical Support efficiently, reducing ticket volume and resolution time without simply adding headcount.
Partner directly with Engineering and Product to influence the roadmap through data-driven customer insights and participate in incident response.
Matching Summary
Match Score: 88
Customer.io is seeking a Senior Director of Technical Support to lead their support organization, focusing on efficiency and customer satisfaction through technological innovation. The role requires a technically proficient leader who can build scalable support systems and drive cross-functional collaboration.
Salary
Base: $200,000 - $220,000 USD; Bonus/Equity: Not specified; Benefits: 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums, 16 weeks paid parental leave, unlimited PTO, stipends, professional development budget
Skills & Requirements
Must-have
Deep technical fluency
Hands-on AI and automation experience
Scaling technical support efficiently
Cross-functional partnership with Engineering/Product
Building and managing escalation frameworks
Operational acumen with metrics and playbooks
Nice-to-have
Empathy for customers and teammates
Clarity and transparency in communication
Bias for action and experimentation
Curiosity and adaptability to new technology
Inclusive leadership and diverse perspectives
Key Requirements
10+ years in Technical Support or related technical customer-facing roles
At least 5 years in senior leadership (Director/Senior Director)
Proven ability to scale a technical support function efficiently
Strong track record of cross-functional partnership
Experience building and managing escalation frameworks