Director of Customer Support

United Statesfull timeRemote

Apply on Employer Site

senior

$146k–$183k

H1B: no

Assetwatch The Director of Customer Support at AssetWatch leads and scales the support organization, delivering technically excellent help to manufacturing customers. This role directs over 20 support managers, team leads, and engineers, driving down resolution times and embedding AI-powered tooling.

Responsibilities

Strategy and Team Leadership
Lead the Tier 1 and Tier 2 support teams through the reorganization.
Create clear performance standards and hold teams accountable to them through regular quality reviews and coaching.
Build performance metrics and frameworks for individuals and teams. Co-own the annual operating plan and headcount planning.
Set annual and quarterly support goals that cascade into team and individual objectives, and review progress with the executive team each quarter.
Define the team operating model, including span of control, shift coverage, and staffing levels, and update it as volume and product lines grow.
Run a leadership development program for Team Leads and Managers covering coaching, decision-making, and cross-functional communication.
Operations, Quality, and Hardware Outcomes
Own support quality and customer effort. Reduce repeat contacts and ticket volume per device or account.
Lead escalations for Sev 1 incidents and strategic accounts and hold executive incident reviews.
Maintain visibility into at-risk tickets, outages, and field hardware or sensor failures, and act on early warnings before customers escalate.
Reduce recurring hardware issues by leading root-cause investigations with hardware, engineering, and field teams.

Qualification

ExperienceIndustryLeadershipStrategic executionGlobal experienceTechnical and AI fluencyOperations orientationHardware or technical backgroundComfort with ambiguityDesired Skills and Attributes

Required

Experience: 8+ years in customer or technical support, including B2B SaaS or hardware-enabled SaaS. 4+ years in director-level leadership managing 15+ people across multiple supervisory levels. 2+ years directly accountable for SLA, CSAT, or quality metrics.
Industry: 3+ years in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar technical B2B sectors strongly preferred. Understanding of incident management and hardware or software troubleshooting in connected devices.
Leadership: Proven track record building high-performing support organizations, recruiting, developing leaders, and creating accountability.
Strategic execution: Measurable gains in CSAT, SLA compliance, resolution time, and first contact resolution.
Global experience: 2+ years leading remote, shift-based, or follow-the-sun teams. Mexico or Latin America experience highly valued.
Technical and AI fluency: Comfort with diagnostics, data analytics, and AI in support workflows.
Operations orientation: Strong background in well-structured operations and running processes that handle incoming work reliably.
Hardware or technical background: Preferred, not required. Ability to translate field data into technical discussions with engineering.
Comfort with ambiguity: Experience building new structures while keeping operations stable.
Proactive support or implementation experience: A plus.
Desired Skills and Attributes
Executive presence with C-suite audiences, especially during severe incidents.

Benefits

PTO
Equity/RSU
Flexible Work

Company

Assetwatch

View company page

Source: greenhouse

Active within the past hour

Remote-friendly

More roles at Assetwatch

VP of Customer Success

United States

Integrated Marketing Campaign Manager

United States

Business Development Representative

United States

Mechanical Engineer

United States

Boost Your Interview Chances

Improve Resume Match Score

Free

Your Score

9.0

Strong Applicant

Must-Have Skills for This Role

AI-powered toolingticketingknowledge baseremote diagnostics

Optimize my Resume

Apply Faster with Autofill

Free

Save your profile once. LumiJobs pre-fills the employer's application form so you stop re-typing the same answers on every site.

Apply With Autofill

Or skip LumiJobs's tools and submit directly on the employer's career site.

Apply on Employer Site