Director of Customer Advocacy

This pivotal role plays a critical part in shaping, managing and elevating the customer experience journey across all touchpoints ensuring exceptional support and service delivery.

• Customer Experience Strategy: Develop and execute a comprehensive customer experience strategy that aligns with business goals Continuously monitor customer satisfaction analyze feedback and implement initiatives to enhance user experience.
• Technical & Application Support Leadership: Oversee end-to-end technical and application support functions ensuring customers receive timely accurate and effective resolutions Provide guidance for escalated issues ensuring root cause analysis and permanent fixes.
• SaaS Customer Lifecycle Management: Drive customer engagement adoption and retention strategies tailored to SaaS products Establish processes that support onboarding training product utilization and ongoing success of SaaS customers.
• Customer Service Excellence: Lead the design and implementation of customer service policies standards and best practices Foster a customer-first culture that prioritizes responsiveness empathy and problem-solving.
• Team Leadership & Development: Build mentor and manage high-performing teams across technical support application support and customer service Empower teams with tools knowledge and training to deliver exceptional service experiences.
• Process Optimization & Technology Adoption: Identify opportunities to streamline customer support operations through automation AI-driven support tools knowledge bases and ticketing systems Continuously improve efficiency while maintaining a high level of customer satisfaction.
• Customer Insights & Analytics: Leverage analytics and KPIs to measure customer experience performance identify trends and drive data-informed decisions Regularly report insights to leadership with actionable recommendations.
• Cross-Functional Collaboration: Partner with product engineering and sales teams to ensure customer feedback is incorporated into product development and service improvements Act as the voice of the customer within the organization.

Requirements:

• 5–15 years of progressive experience in technical support application support SaaS and customer service with at least 3–5 years in a leadership role.
• Strong understanding of SaaS ecosystems support workflows and customer success methodologies.
• Proven ability to manage complex support environments including incident management escalation handling and root cause analysis.
• Excellent leadership skills with the ability to inspire coach and grow diverse teams.
• Proficiency in support tools CRM platforms and customer success software e.g. Zendesk Freshdesk Salesforce Gainsight.
• Strong communication stakeholder management and conflict resolution skills.
• Analytical mindset with the ability to interpret customer data and translate insights into strategies.
• Customer-first attitude with a passion for delivering outstanding experiences.

We are seeking an experienced Customer Experience Director to join our team We aim to provide exceptional support and service delivery to our customers and we need someone who can help us achieve this goal The ideal candidate will have a strong understanding of SaaS ecosystems support workflows and customer success methodologies.

Responsibilities

• Develop and execute a comprehensive customer experience strategy that aligns with business goals.
• Oversight of end-to-end technical and application support functions ensuring timely accurate and effective resolutions.
• Drive customer engagement adoption and retention strategies tailored to SaaS products.
• Lead the design and implementation of customer service policies standards and best practices.
• Build mentor and manage high-performing teams across technical support application support and customer service.
• Identify opportunities to streamline customer support operations through automation AI-driven support tools knowledge bases and ticketing systems.
• Leverage analytics and KPIs to measure customer experience performance identify trends and drive data-informed decisions.

We offer a competitive compensation package with benefits such as medical dental vision life insurance disability leave and paid time off We also provide opportunities for professional growth and development.

To be successful in this role you will need to have:

• 5–15 years of progressive experience in technical support application support SaaS and customer service with at least 3–5 years in a leadership role.
• Strong understanding of SaaS ecosystems support workflows and customer success methodologies.
• Proven ability to manage complex support environments including incident management escalation handling and root cause analysis.
• Excellent leadership skills with the ability to inspire coach and grow diverse teams.
• Proficiency in support tools CRM platforms and customer success software e.g. Zendesk Freshdesk Salesforce Gainsight.
• Strong communication stakeholder management and conflict resolution skills.
• Analytical mindset with the ability to interpret customer data and translate insights into strategies.
• Customer-first attitude with a passion for delivering outstanding experiences.