Triple Whale - Director of Customer Support
Requirements
• 8+ years of experience in Customer Support, Customer Experience, or Customer Operations within a SaaS environment. • 3+ years of experience leading managers and building high-performing support teams. • You've actually shipped AI in a support context — not as a roadmap slide. You can speak to deflection rates, retrieval quality, hallucination guardrails, and the failure modes of LLM-driven triage. • You've built or rebuilt a B2B SaaS support function through a hyper-growth or platform-complexity phase — ideally in martech, analytics, attribution, fintech, or another data-heavy category where "the number looks wrong" is a daily ticket. • Strong understanding of support operations, workforce planning, service delivery, and customer support best practices. • Experience managing support KPIs, reporting frameworks, and operational dashboards. • Demonstrated ability to partner effectively with Product and Engineering teams to improve customer outcomes. • Exceptional leadership, coaching, and people development skills. • Strong analytical and problem-solving capabilities, with a data-driven approach to decision-making. • Excellent verbal and written communication skills, with the ability to influence stakeholders across the organization. • Experience supporting e-commerce, analytics, martech, or SaaS products is highly preferred. • Familiarity with Intercom, HubSpot, Intercom, Salesforce, or similar support platforms. • Ability to thrive in a fast-paced, high-growth environment while balancing strategic initiatives with operational execution. • Our Values • Our Values • We Are Customer Obsessed: From our mission to every detailed project, everything we do is designed to create a positive impact for our customers. • We Are Customer Obsessed • We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage. • We Move (Very!) Quickly • We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve so we can win together. • We Are Trustworthy • We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths. • We Are Curious • We Act Like A Mensch: We act with honor, integrity and empathy, and have deep respect for our customers and each other. • We Act Like A Mensch
Responsibilities
• Lead the team. Hire, coach, and develop a high-performing Customer Support org — support managers, frontline ICs, and a support engineering bench and set the technical bar for the function. • Set and execute the strategy. Define how Customer Support scales with the business and build the processes, workflows, and systems that get us there without linear headcount growth. • Take an AI-first approach. Design how Moby and our AI tooling deflect, triage, and assist — the operating contracts, retrieval quality, guardrails, QA loop, and human-handoff moments that make it trustworthy and measurably better every quarter. • Run operations against real metrics. Own response time, time-to-resolution, CSAT, deflection, ticket-per-customer, and team productivity — instrument them, publish them, move them. • Stand up support engineering as a discipline. Lead the technical work directly: reproductions, log diving, SQL, API debugging, pixel/integration triage, and the closed-loop on customer comms. • Own bug triage end-to-end. Intake, severity model, SLAs, ownership, and the reporting that gives leadership a real-time view of what's broken, who owns it, and what's at stake in ARR. • Partner with Product and Engineering. Be the technical interface to R&D — credible on the issues, sharp on prioritization, and the source-of-truth for customer-driven roadmap signal and trend analysis. • Be the senior escalation point for complex customer situations and platform issues, and the person customers and execs trust to get them resolved. • Build the knowledge layer. Documentation, KB, in-app guidance, and customer education that powers both self-serve resolution and Moby-assisted answers. • Own staffing and capacity — headcount modeling, organizational design, and global coverage across US, EMEA, and APAC to support business growth. • Set the culture. Customer-first, technically rigorous, accountable, and obsessed with continuous improvement.
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