Senior Director of Support

Company: VirtualVocations
Location: Fairfax
Posted on: March 31, 2025

Job Description:

A company is looking for a Senior Director of Support to define and execute the strategy for their customer support function.
Key Responsibilities:

Develop and execute the Support strategy to enhance customer experience as the company scales
Expand support channels by building out phone and live chat capabilities while optimizing existing email support
Lead and grow the Support team, ensuring they have the necessary tools, training, and structure to succeed

Qualifications:

8+ years of experience in Customer Support, Technical Support, or Customer Success, with at least 3+ years in a Support leadership role at a B2B SaaS company
Proven experience scaling a support function, including launching live support channels (phone/chat)
Strong operational mindset with a track record of implementing scalable support processes
Experience with customer support tools and technologies (e.g., Zendesk, Intercom, Salesforce Service Cloud, or similar)
Data-driven approach with experience tracking and optimizing key support metrics

Keywords: VirtualVocations, Burke , Senior Director of Support, Executive , Fairfax, Virginia