Director of Customer Support

Job Description

Interface.ai is seeking a Director of Customer Support to lead and scale its support function. The Director will be responsible for defining and executing the support strategy that aligns with the company's product vision, customer expectations, and operational scale.

What the role involves:
• Architecting and scaling a tiered global support organization.
• Establishing and governing SLAs/SLOs.
• Defining a future-ready support strategy that leverages AI-driven automation.
• Owning the evolution of support tooling and infrastructure.
• Developing and managing dashboards and OKRs.
• Integrating intelligent automation into workflows.
• Acting as the connective tissue between Support, Product, and Engineering.
• Establishing formalized feedback loops from customer support data and patterns to Product.
• Collaborating with Customer Success and Implementation.
• Leading strategic incident management for enterprise clients.
• Representing the voice of Support in QBRs and executive engagements.
• Fostering executive trust.

Requirements:
• 8+ years of experience in customer support, technical support, or service delivery roles.
• Proven experience leading support teams for mission-critical software.
• Deep familiarity with support operations metrics, incident management protocols, and tooling ecosystems.
• Strong understanding of AI/ML-enabled platforms.
• Excellent problem-solving and escalation management skills.
• Executive communication skills.
• Skill in using prompt engineering techniques.

What interface.ai offers:
• Remote-First Policy
• Medical/Dental/Vision Insurance
• PTO & Holidays
• Life Insurance