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Director, Customer Support

Challenges You Will Solve


The Director of Customer Support will lead and scale our global Customer and Product Support organization, ensuring world-class experiences for Red Canary customers. Reporting to the Vice President of Customer Success, this leader will oversee technical support operations, strategy, and execution—driving efficiency, quality, and customer satisfaction across all support interactions.

You will collaborate with Customer Success, Product, Engineering, and Security Operations teams to ensure our customers receive seamless, effective, and proactive support throughout their journey with Red Canary. This role is ideal for a strategic leader who thrives in a high-growth, mission-driven cybersecurity company.



What You'll Do
  • Develop and execute a scalable support strategy that aligns with business objectives and enhances the customer experience.
  • Define and track key support metrics (e.g., CSAT, response/resolution times, case deflection, and escalations) to measure performance and drive continuous improvement.
  • Lead, mentor, and grow a high-performing Customer Support team, ensuring they are equipped to support customers effectively.
  • Establish a data-driven approach to improve service levels, optimize resources, and enhance operational efficiency.
  • Oversee global 24/7 technical support operations, ensuring timely and effective resolution of customer issues.
  • Drive the adoption of AI, automation, and self-service solutions to enhance efficiency and scale support capabilities.
  • Partner closely with Security Operations, Product, and Engineering teams to ensure rapid response to product-related issues and effective incident management.
  • Implement robust incident and escalation management processes to minimize customer impact and enhance transparency.
  • Optimize support channels (e.g., chat, email, phone, community forums) to provide seamless, omnichannel support experiences.
  • Serve as the voice of the customer within Red Canary, advocating for customer needs and influencing product and service improvements.
  • Collaborate with Customer Success and Product teams to proactively identify customer challenges and prevent escalations.
  • Develop and enhance self-service resources (knowledge base, FAQs, and community forums) to improve case deflection and empower customers.
  • Partner with Sales and Customer Success to support key accounts, ensuring enterprise customers receive VIP support when needed.


What You'll Bring
  • 7+ years of experience in customer support leadership roles, preferably in SaaS, cybersecurity, or managed services.
  • Proven track record of scaling global support teams in a high-growth, fast-paced environment.
  • Deep experience in technical support operations, including incident management, escalation handling, and process optimization.
  • Expertise in AI, automation, and self-service strategies to enhance support efficiency.
  • Strong understanding of cybersecurity concepts, MDR, and SOC operations (preferred).
  • Ability to analyze support data and KPIs to drive decision-making and performance improvements.
  • Exceptional cross-functional leadership skills with the ability to collaborate across Customer Success, Product, and Engineering.
  • Experience with support tools and platforms (e.g., Zendesk, Salesforce Service Cloud, Jira, AI-driven chatbots).
  • Passion for delivering exceptional customer experiences while balancing efficiency and scalability.


Base salary for this role is $150,000 - $198,000 per year. This role is also eligible for participation in the company's bonus program. This role is eligible for a grant of stock options, subject to the approval of the company's board of directors. Application deadline is March 18, 2025. 

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CEO of Red Canary
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Brian Beyer
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Average salary estimate

$174000 / YEARLY (est.)
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$150000K
$198000K

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What You Should Know About Director, Customer Support, Red Canary

If you're a strategic thinker passionate about delivering top-notch customer experiences, Red Canary is looking for you as our new Director of Customer Support! In this remote role, you'll play a pivotal part in leading and scaling our global Customer and Product Support organization, ensuring that our clients enjoy world-class interactions every step of the way. Reporting directly to the Vice President of Customer Success, you'll be responsible for overseeing technical support operations, refining strategy, and executing plans that drive customer satisfaction and efficiency. Working closely with teams in Customer Success, Product, Engineering, and Security Operations, you'll ensure that customers receive proactive and seamless support. Your mission will be to define scalable support strategies, track important metrics, and inspire a high-performing support team to continuously improve service levels. You’ll also introduce innovative features such as AI and automation, enhancing the customer journey. We are looking for someone with at least 7 years of experience in customer support leadership, preferably in SaaS or cybersecurity, who can drive performance improvements through data analysis. Your expertise in incident management, combined with your ability to understand customer needs, will help us foster a more customer-centric approach at Red Canary. If you're excited about making a difference in a mission-driven cybersecurity company, this may be the perfect opportunity for you to shine!

Frequently Asked Questions (FAQs) for Director, Customer Support Role at Red Canary
What are the responsibilities of the Director of Customer Support at Red Canary?

As the Director of Customer Support at Red Canary, you'll oversee global technical support operations, develop a scalable support strategy aligned with business objectives, and track key performance metrics for continuous improvement. You'll lead and mentor a high-performing team, implement data-driven solutions, and optimize omnichannel support experiences. Additionally, you'll advocate for customer needs and collaborate with cross-functional teams to enhance product and service offerings.

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What qualifications are required for the Director, Customer Support position at Red Canary?

To qualify for the Director, Customer Support position at Red Canary, candidates should have at least 7 years of experience in customer support leadership, ideally in SaaS, cybersecurity, or managed services. A proven track record in scaling global support teams and deep knowledge of technical support operations, incident management, and AI-driven strategies are essential. Strong analytical skills and cross-functional collaboration abilities are also necessary for this role.

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How does the Director of Customer Support contribute to customer satisfaction at Red Canary?

The Director of Customer Support plays a vital role in enhancing customer satisfaction at Red Canary by developing effective support strategies, optimizing service delivery channels, and implementing robust incident management processes. By establishing a customer-centric approach and promoting self-service resources, the director ensures that customers receive timely responses to their inquiries and proactive solutions to their challenges.

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What is the importance of AI and automation for the Director of Customer Support at Red Canary?

AI and automation are crucial for the Director of Customer Support at Red Canary as they enable efficient scaling of support capabilities without compromising service quality. By leveraging AI-driven chatbots and automated responses, the director can enhance customer interactions, reduce response times, and streamline routine inquiries. This leads to improved service levels and allows the support team to focus on more complex customer issues.

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What are the expected outcomes of the Director, Customer Support role at Red Canary?

The expected outcomes for the Director, Customer Support role at Red Canary include improved customer satisfaction metrics, a scalable support operation that aligns with business strategies, a well-trained and high-performing customer support team, enhanced operational efficiency, and the successful implementation of AI and self-service tools. The director is pivotal in translating customer feedback into actionable insights for product improvement.

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Common Interview Questions for Director, Customer Support
Can you describe your leadership style in managing customer support teams?

When discussing your leadership style in managing customer support teams, emphasize a collaborative and supportive approach that values team input and fosters professional growth. Highlight examples of how you encourage open communication, set clear expectations, and mentor team members to develop their skills and improve performance.

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How do you measure the success of a customer support team?

To measure the success of a customer support team, focus on key performance indicators (KPIs) such as customer satisfaction (CSAT) scores, response and resolution times, ticket volume, and case deflection rates. Explain how you utilize these metrics to identify trends, drive continuous improvement, and enhance overall service quality.

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What strategies would you implement to improve customer support efficiency?

Discuss strategies such as the introduction of AI and automation tools, optimizing self-service resources, and streamlining internal processes. Mention the importance of analyzing customer feedback to identify pain points and continually refine support workflows to reduce resolution times and enhance the customer experience.

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How do you handle escalations and ensure customer satisfaction?

When handling escalations, emphasize your approach to actively listening to the customer's concerns and promptly addressing their needs. Detail your problem-solving methods, such as collaborating with cross-functional teams to identify solutions quickly and transparently communicating with the customer throughout the escalation process.

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Describe your experience with technical support operations?

In your response, detail your direct involvement in technical support operations, emphasizing experience in incident management, escalation procedures, and process optimization. Discuss specific scenarios where you successfully led teams through critical challenges, ensuring timely resolutions to customer issues while maintaining high service standards.

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What tools and platforms have you worked with in customer support?

Discuss the various customer support tools you've used, such as Zendesk, Salesforce Service Cloud, Jira, or AI-driven chatbots. Highlight how these tools have improved your team's efficiency, facilitated communication, and provided actionable insights through data analytics for better decision-making.

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How do you foster a culture of customer-centricity within the support team?

Fostering a culture of customer-centricity requires establishing clear values centered around the customer experience. Discuss how you involve team members in developing customer-driven initiatives and ensure ongoing training on empathy and effective communication, empowering them to view challenges from the customer’s perspective.

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What role does collaboration play in a successful support operation?

Collaboration is essential in a successful support operation as it ensures all departments work together to resolve issues effectively. Share experiences where you've coordinated with Product, Engineering, or Customer Success teams to address customer challenges, leading to more comprehensive solutions and improved client experiences.

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How do you stay updated on trends and innovations in customer support?

To stay updated on trends and innovations in customer support, discuss your reliance on industry publications, networking with peers, attending conferences, and participating in webinars. Explain how you implement new strategies and tools based on emerging trends to enhance your team's effectiveness and provide exceptional service.

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What are your long-term vision and goals for a customer support department?

When discussing your long-term vision and goals for a customer support department, focus on creating a highly efficient and customer-focused operation. Outline goals like adopting advanced technologies for automated support, improving self-service options, and maintaining high satisfaction ratings, all contributing to a scalable and sustainable customer support experience.

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Red Canary was founded to make security for every business better by protecting organizations around the world from cyber threats. Our combination of market-defining technology, processes, and expertise delivered using an innovative SaaS model is ...

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DATE POSTED
March 14, 2025

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