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Director, Customer Support

Role Overview:

As the Director, Customer Support at XOPS, you will be responsible for building, managing, and optimizing the global L2 support function. Your primary goal will be to drive operational excellence, ensure seamless customer issue resolution, and enhance support processes through automation and best practices. You will collaborate closely with L1, L3, Engineering, Product, and Customer Success teams to deliver an outstanding support experience while maintaining high SLA adherence and efficiency.

Key Responsibilities:Strategic Leadership & Operational Excellence:

• Develop and execute a scalable L2 support strategy aligned with XOPS’ customer experience vision.

• Establish best-in-class support processes for managing technical escalations from L1 to L2 and beyond.

• Define and enforce KPIs and SLAs to measure and improve L2 support performance.

• Drive operational efficiency by implementing AI-driven automation, knowledge base enhancements, and self-service improvements.

• Collaborate with Engineering and Product teams to influence product improvements based on customer insights.Case Management & Escalation Handling:

• Oversee incident management and escalation resolution, ensuring critical cases are handled promptly.

• Implement an effective escalation framework with clear ownership at each stage (L1 → L2 → L3 → Engineering).

• Ensure L2 support engineers are properly trained to resolve issues efficiently before escalating to L3.

• Optimize the handoff process between L2, L3 and Engineering to minimize delays and enhance communication.Team Leadership & Development:

• Build and lead a high-performing global L2 support team, ensuring round-the-clock coverage as needed.

• Foster a culture of accountability, customer obsession, and continuous improvement.

• Provide mentorship, coaching, and career development opportunities for L2 engineers.

• Define and implement a structured onboarding and training program to enhance team capabilities.Collaboration & Stakeholder Engagement:

• Partner with Customer Success, Product, Engineering, and L3 teams to ensure seamless customer issue resolution.

• Work closely with Support Operations to enhance reporting, dashboards, and analytics for data-driven decision-making.

• Develop a proactive feedback loop with Engineering/Product to address recurring technical issues and drive product enhancements. Metrics & Continuous Improvement:

• Define and track key support metrics such as:

Case containment rate (L2 vs. L3 escalations)

Time-to-resolution (TTR) & SLA adherence

Customer satisfaction (CSAT) & response quality

Escalation rates and patterns

• Use analytics to identify gaps in processes, training, and tooling, and implement continuous improvement initiatives.

Key Qualifications & Experience:

10+ years of experience in customer support, technical support, or incident management, with at least 5+ years in a leadership role.

• Proven ability to lead and scale a global L2 support team in a fast-paced SaaS or technology-driven environment.

• Strong understanding of ITIL frameworks, incident management, and escalation handling.

• Hands-on experience with support platforms like DevRev, Zendesk, ServiceNow, Jira, PagerDuty, Gainsight, etc.

• Experience driving automation, AI/ML initiatives, and self-service improvements in support.

• Excellent stakeholder management, communication, and problem-solving skills.

• Ability to collaborate with Engineering, Product, and Success teams to enhance the support experience.

  • Opportunity to work on cutting-edge products and make a real impact.
  • Collaborative and fast-paced work environment.
  • Chance to be part of a rapidly growing startup.
  • Competitive salary and benefits package (health insurance, dental insurance, vision insurance, paid time off, etc.)

Average salary estimate

$135000 / YEARLY (est.)
min
max
$120000K
$150000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Director, Customer Support, XperiencOps Inc

As the Director of Customer Support at XOPS, you’re stepping into a pivotal role that influences how our customers interact with our innovative solutions. You’ll be the mastermind behind building and managing a global L2 support function that embodies operational excellence. Your day-to-day will revolve around driving enhancements in support processes, utilizing the power of automation and best practices. Collaboration will be key as you work alongside our L1 and L3 teams, as well as Engineering, Product, and Customer Success, to ensure every customer issue is resolved seamlessly and efficiently. Your leadership will help define a strategic L2 support approach that aligns with our customer experience vision, focusing on KPIs that truly matter like time-to-resolution and customer satisfaction. You’ll develop a high-performing global team, emphasizing continuous improvement and accountability while providing mentorship to help every engineer reach their fullest potential. With the chance to make real impacts on customer experience and contribute to product enhancements through valuable feedback loops, this is more than just a job; it’s about being part of XOPS’ exciting growth in the tech landscape. Plus, with competitive benefits and a collaborative environment, you’ll feel right at home with us!

Frequently Asked Questions (FAQs) for Director, Customer Support Role at XperiencOps Inc
What are the main responsibilities of the Director of Customer Support at XOPS?

The Director of Customer Support at XOPS is responsible for developing and executing a scalable L2 support strategy that aligns with customer experience goals. This includes managing incident escalations, establishing best practices, defining KPIs to track performance, and leading a high-performing global team.

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What qualifications are needed for the Director of Customer Support role at XOPS?

Candidates for the Director of Customer Support at XOPS should have over 10 years of experience in customer support or incident management, with at least 5 years in a leadership capacity. A strong understanding of ITIL frameworks and experience with support platforms like Zendesk and Jira are crucial.

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How does the Director of Customer Support contribute to operational excellence at XOPS?

The Director contributes to operational excellence at XOPS by driving AI-driven automation, optimizing support processes, and implementing effective escalation frameworks. This role ensures that the L2 support team is equipped to handle issues efficiently while continuously improving support metrics.

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How will the Director of Customer Support enhance team capabilities at XOPS?

The Director of Customer Support will enhance team capabilities through structured onboarding programs, ongoing training, and career development opportunities. By fostering a culture of accountability and customer obsession, the Director helps to build a motivated and skilled support team.

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What tools and experience are necessary for the Director of Customer Support position at XOPS?

Experience with support platforms like DevRev, ServiceNow, and Gainsight is necessary for the Director of Customer Support at XOPS. Additionally, hands-on experience with AI and self-service improvements will be beneficial in driving the team toward greater efficiency.

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Common Interview Questions for Director, Customer Support
Can you describe your experience in managing a global customer support team?

Share specific leadership experiences, including team size, challenges faced, and strategies you implemented to enhance performance and customer satisfaction.

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How would you define success for the L2 support team?

Discuss key metrics such as case resolution rate, adherence to SLAs, and customer satisfaction scores to illustrate your understanding of success in this role.

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What strategies would you employ to handle escalation cases effectively?

Explain your approach to escalation management, including communication protocols, ownership clarity, and how you would ensure timely resolutions.

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How do you plan to implement process improvements within the Customer Support function?

Discuss using data analytics for identifying areas of improvement, implementing AI-driven solutions, and gathering feedback from both customers and support agents.

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How do you foster a culture of accountability within your team?

Share your experiences in setting clear expectations, providing constructive feedback, and celebrating successes to enhance motivation and responsibility.

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Can you give an example of a time when you improved team performance?

Provide a specific scenario where you implemented new processes, trained team members, or utilized feedback that led to measurable improvements in team performance.

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What role does collaboration with other departments play in your approach to customer support?

Highlight the importance of collaboration with Engineering, Product, and Customer Success teams for resolving issues and improving product features based on customer feedback.

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What tools do you find most effective for managing customer support operations?

Mention specific tools such as Zendesk or ServiceNow, and discuss how these tools can streamline the support workflow, enhance reporting, and drive efficiency.

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How would you handle a high-pressure situation with a dissatisfied customer?

Illustrate your conflict resolution skills, emphasizing empathy, active listening, and effective problem-solving strategies to address and resolve customer concerns.

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What is your approach to training and developing support engineers?

Discuss methods of hands-on training, mentoring, and creating a structured development plan that aligns with team members' career goals and skill gaps.

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XperiencOps is a Silicon Valley enterprise software company that exists to redefine and reimagine ITOps. We aim to create the most innovative, seamless end-user experience by offering a more reliable, efficient, and consistent solution to task exe...

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Full-time, remote
DATE POSTED
March 15, 2025

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