Director of Support Operations

3 days ago


Boston, Massachusetts, United States CloudZero Full time
About the Role

As a key member of our team, you'll have the opportunity to shape the future of customer support in a fast-growing company that's revolutionizing cloud cost management. We're looking for someone who is passionate about creating impactful solutions, fostering an innovative team culture, and empowering customers to succeed.

Key Responsibilities
  • Develop and execute a strategic vision for the Customer Support function, aligning with CloudZero's mission and goals.
  • Lead, mentor, and grow a high-performing support team, fostering a culture of continuous learning.
  • Oversee the resolution of technical issues, ensuring a seamless and timely customer experience across all channels.
  • Collaborate with customers, internal stakeholders, and cross-functional teams to identify and resolve complex technical challenges.
What You'll Need
  • 10+ years of experience in SaaS technical support, including 4+ years in a leadership role managing teams or departments.
  • Strong background in cloud technologies, with extensive experience in AWS services and Kubernetes environments.
  • Proven ability to design and implement scalable support frameworks and manage support operations in a fast-paced environment.
  • Exceptional communication and interpersonal skills, with the ability to connect with technical and non-technical audiences.
Benefits
  • A competitive salary range of $120,000 - $180,000 per year.
  • A dynamic and growing company with opportunities for professional growth and development.
  • A collaborative and inclusive work environment.


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