Director of Customer Support
Benefits
Unlimited PTO
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Strategy and Team Leadership:
- Lead Tier 1 and Tier 2 support teams through reorganization and create clear performance standards.
- Build performance metrics and frameworks, and co-own annual operating plan and headcount planning.
- Run a leadership development program for Team Leads and Managers.
Operations, Quality, and Hardware Outcomes:
- Own support quality and reduce repeat contacts and ticket volume.
- Lead escalations for Sev 1 incidents and strategic accounts, and provide executive incident reviews.
- Reduce recurring hardware issues through root-cause investigations with cross-functional teams.
AI, Product, and Cross-Functional Leadership:
- Lead AI integration for 100% tool adoption and 20%+ agent productivity gain within 18 months.
- Serve as primary liaison between support and Product/Engineering teams.
- Present quarterly support health metrics to executives and partner with Customer Success and Sales.
AssetWatch
AssetWatch powers manufacturing uptime through condition monitoring for global manufacturers. We are a devoted and capable team of world-renowned engineers and business leaders, growing rapidly and building the future of predictive maintenance.