Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy
Jobs / Job page
Sr. Director of Support image - Rise Careers
Job details

Sr. Director of Support

Who is Aiwyn and what do we do?


Aiwyn is transforming the way accounting firms streamline the entire revenue management lifecycle. Backed by top-tier investors (Bessemer, KKR & Revolution), we’re one of the fastest-growing scale-up software companies globally—delivering innovative technology and consistently raising the bar with world-class people, processes, and products.


To learn more, visit our website


This role:


We are hiring for a Senior Director of Support to define and execute the strategy for our customer support function. This leader will be responsible for evolving our support operations, implementing best-in-class tools and processes, and ensuring we deliver exceptional customer experiences at scale. This leader will be a part of creating a customer first mindset, not just on the support team, but cross-functionally, raising support trends to product and amplifying customer feedback with the VP of Success. 


Key Responsibilities:
  • Develop and execute the Support strategy to enhance our customer experience as we scale. We need to provide enterprise level support - this role will decide what we do that needs to scale, and what we need to do that won’t, and strive to achieve that balance
  • Expand support channels by building out phone and live chat capabilities while optimizing our existing email support with our Director of Support
  • Lead and grow the Support team, ensuring they have the tools, training, and structure needed to succeed
  • Establish and track key support metrics (e.g., response times, CSAT, resolution times) and drive continuous improvement
  • Collaborate cross-functionally with Product, Engineering, Customer Success, and Sales to improve customer outcomes and reduce support ticket volume
  • Implement scalable processes and automation to enhance efficiency and streamline support operations
  • Select and implement support technologies (e.g., ticketing systems, chat tools, IVR, knowledge base) to enable a seamless omnichannel experience
  • Develop a Culture of Coaching, focused on effective communication and customer outcomes


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.
  • Excellent leadership and communication skills, with the ability to collaborate across teams.
  • A passion for delivering exceptional customer experiences and driving team success.


Benefits and Perks:
  • The big-picture value proposition of this role is simple: join us, and you'll be paid competitively to have freedom in solving worthwhile, challenging problems alongside other A-players at a fast growing SaaS startup led by an experienced and successful co-founding team with industry experience.

Other benefits include:
  • Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls.
  • Remote, work-from-anywhere culture
  • Flexible PTO
  • World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support.
  • Stock options - every Full Time Employee has ownership in Aiwyn's future and success.
  • 401(k) matching


Our Values:
  • Trust - We champion transparency, welcome differing perspectives, uphold accountability, and trust that others have good intentions
  • Courage - We have the courage to take calculated risks and embrace change, knowing what worked in the past won’t always work in the future
  • Impact - Rooted in determination and innovation, we chase extraordinary outcomes and impactful results
  • Relentlessness - We approach challenges with an unwavering resolve, never settling for mediocrity, and always striving to surpass expectations


Learn more about Aiwyn:


Aiwyn is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.


Candidate information will be treated in accordance with our CCPA privacy notice which can be found here: https://www.aiwyn.ai/ccpa

Aiwyn Glassdoor Company Review
4.5 Glassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star icon Glassdoor star icon
Aiwyn DE&I Review
No rating Glassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star icon
CEO of Aiwyn
Aiwyn CEO photo
Unknown name
Approve of CEO
What You Should Know About Sr. Director of Support, Aiwyn

Aiwyn is on the lookout for a dynamic Sr. Director of Support to join our remote team in the US! We’re revolutionizing the way accounting firms manage their revenue lifecycle with cutting-edge technology and a customer-first mindset. In this pivotal role, you will be responsible for shaping and executing our customer support strategy to deliver exceptional user experiences at scale. You’ll lead our Support team, cultivate talent, and ensure they are equipped with the best tools and training to thrive. Moreover, you will expand our support channels, integrating live chat and phone capabilities while optimizing existing services. Your keen eye for metrics will help us track vital support metrics like response and resolution times, enabling continuous improvements and driving efficiency across the board. This is not just about support; it’s about collaborating with Product, Engineering, and Customer Success teams to amplify customer feedback and enhance overall experiences. If you have a passion for delivering extraordinary outcomes, along with extensive experience in scaling support functions, we want to hear from you! Join Aiwyn and enjoy the perks of a flexible, remote work culture along with competitive pay and benefits that include a travel stipend and employee stock options. Let’s create impactful solutions together!

Frequently Asked Questions (FAQs) for Sr. Director of Support Role at Aiwyn
What are the responsibilities of a Sr. Director of Support at Aiwyn?

As a Sr. Director of Support at Aiwyn, you will develop and execute strategies to enhance customer experience, lead the Support team, expand support channels, establish key metrics for performance tracking, and collaborate with various teams to improve customer outcomes. Your role will be instrumental in implementing best practices and scalable processes to ensure we deliver world-class customer experiences.

Join Rise to see the full answer
What qualifications are needed for the Sr. Director of Support position at Aiwyn?

To qualify for the Sr. Director of Support role at Aiwyn, candidates should possess at least 8 years of experience in Customer Support or Customer Success, with a minimum of 3 years in a leadership capacity within a B2B SaaS environment. Proficiency in support tools like Zendesk or Intercom, a data-driven approach, and strong leadership abilities are essential for success in this role.

Join Rise to see the full answer
How does Aiwyn ensure exceptional customer experiences from the Support team?

At Aiwyn, we believe in a customer-first mindset. The Sr. Director of Support will be instrumental in nurturing this culture, creating a well-trained Support team that utilizes best-in-class tools, optimizing processes, and encouraging feedback to enhance customer interactions. Regular tracking of key metrics will ensure that we continuously improve and meet our customers' needs effectively.

Join Rise to see the full answer
What support channels will the Sr. Director of Support at Aiwyn be responsible for managing?

The Sr. Director of Support will be responsible for expanding and enhancing various support channels at Aiwyn, including traditional email support, phone support, and live chat options. By optimizing these channels, you will ensure that customers have access to timely and efficient assistance, ultimately leading to improved satisfaction and loyalty.

Join Rise to see the full answer
What benefits do Aiwyn employees receive in the Sr. Director of Support role?

Aiwyn offers a comprehensive benefits package for the Sr. Director of Support position, which includes competitive salary, flexible remote work options, generous PTO, health benefits (including mental health support), stock options, and an adventure travel stipend. We prioritize the well-being and growth of our team, ensuring a fulfilling and balanced work-life experience.

Join Rise to see the full answer
Common Interview Questions for Sr. Director of Support
Can you describe your experience with scaling customer support teams?

When answering this question, highlight your previous experiences in growing support teams, including the scaling processes you've implemented and the challenges you've faced. Be specific about the strategies you used to enhance efficiency and improve customer satisfaction.

Join Rise to see the full answer
What metrics do you believe are most important for measuring support success?

Discuss key metrics such as customer satisfaction score (CSAT), first response time, and resolution time. Emphasize your experience in tracking these metrics and how they have influenced your decision-making and strategy development in previous roles.

Join Rise to see the full answer
How do you handle conflict within your support team?

Explain your approach to conflict resolution, focusing on open communication, constructive feedback, and team collaboration. Share a specific example of a conflict you managed effectively, and outline the steps you took to resolve the issue.

Join Rise to see the full answer
What tools and technologies have you used to enhance customer support?

Share your experience with support technologies like Zendesk or Intercom, focusing on how you utilized them to improve team efficiency and customer experiences. Mention any specific features or integrations that were particularly impactful.

Join Rise to see the full answer
Describe a time when you implemented a major change to a support process.

Use the STAR method to outline a specific scenario where you identified a need for change, developed a plan, and executed it. Highlight the positive outcomes of the change and how it improved team performance or customer satisfaction.

Join Rise to see the full answer
How do you prioritize tasks for your support team during busy periods?

Discuss your methods for effective prioritization, such as evaluating the urgency of customer issues and balancing workloads among team members. Provide an example of how you've successfully managed prioritization in a high-stakes situation.

Join Rise to see the full answer
What strategies do you use to create a customer-first culture?

Emphasize your belief in a customer-first approach, mentioning how you promote this culture through training, feedback loops, and team initiatives. Provide examples of how you've integrated customer feedback into team practices.

Join Rise to see the full answer
How do you ensure that your team remains motivated and engaged?

Talk about your methods for maintaining team morale, such as regular check-ins, recognition of achievements, and opportunities for professional development. Share specific strategies that have effectively encouraged engagement in your past roles.

Join Rise to see the full answer
How would you align the support team’s goals with the overall business objectives at Aiwyn?

Discuss your approach to aligning team objectives with wider business goals, emphasizing collaboration with cross-functional teams. Mention how creating shared goals can enhance team performance and contribute to the company's success.

Join Rise to see the full answer
What do you think is the most critical aspect of delivering exceptional customer support?

Reflect on the importance of empathy, effective communication, and problem-solving skills in providing exceptional support. Emphasize how these skills can foster trust and rapport with customers, leading to higher satisfaction rates.

Join Rise to see the full answer

Fix the work-to-cash cycle to help accounting firms save time, speed up cashflow, and deliver a superior client experience

45 jobs
MATCH
Calculating your matching score...
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
March 16, 2025

Subscribe to Rise newsletter

Risa star 🔮 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!
LATEST ACTIVITY
Photo of the Rise User
Someone from OH, Pickerington just viewed Marketing Data Analyst - Contract (10hrs/wk) at Skylight
Photo of the Rise User
Someone from OH, Pickerington just viewed Americas Sales Manager, Kuiper Mobility Business Unit at Amazon
Photo of the Rise User
Someone from OH, Maple Heights just viewed Medical Receptionist at LifeStance Health
Photo of the Rise User
Someone from OH, Cleveland just viewed Support Specialist, Live Ops at DoorDash USA
Photo of the Rise User
Someone from OH, Cleveland just viewed Customer Advocate (Final Dashination) at DoorDash USA
Photo of the Rise User
Someone from OH, Reynoldsburg just viewed Data Analyst (Work From Home / Dayshift) at Twoconnect
S
Someone from OH, Painesville just viewed Senior Project Manager/Delivery Manager at Soname Solutions
Photo of the Rise User
Someone from OH, Zanesville just viewed Account Manager - Loan Agency Services at Alter Domus
Photo of the Rise User
Someone from OH, Springfield just viewed Sr. Coordinator, Talent Acquisition at Cardinal Health
Photo of the Rise User
Someone from OH, Columbus just viewed People ops at Alan
Photo of the Rise User
Someone from OH, Milford just viewed Content Marketing Analyst at Eurofins
Photo of the Rise User
Someone from OH, Columbus just viewed DV - Hotline Specialist On Call at Shelter House
Photo of the Rise User
Someone from OH, West Chester just viewed General Warehouse at SanMar Employee Board
Photo of the Rise User
Someone from OH, Euclid just viewed Behavioral Health Program Director at Altarum
Photo of the Rise User
Someone from OH, Cincinnati just viewed Technical Support Engineer - Developer Support at Motive
Photo of the Rise User
Someone from OH, Columbus just viewed Front End Engineer at minware Washington DC at minware
Photo of the Rise User
Someone from OH, Hudson just viewed Junior Designer at H&M Group
B
Someone from OH, Hudson just viewed Senior Designer, Women's Sportswear at BCI Brands
Photo of the Rise User
Someone from OH, Columbus just viewed Server at Otterbein SeniorLife
A
Someone from OH, Cleveland just viewed Personal Assistant *ASAP* at Alphabe Insight Inc
Photo of the Rise User
Someone from OH, Canton just viewed Senior Director, Communications at Imagine Pediatrics
Photo of the Rise User
Someone from OH, Euclid just viewed Software Engineer - Sr. Consultant level at Visa