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Director Customer Support Jobs (NOW HIRING)

GitLab

Director, Customer Support Systems

An overview of this role As the Director, Customer Support Systems, you will lead the technology strategy that supports GitLab's global post-sales organization. In this role, you will take ownership ...

Clio

Senior Director, Customer Support

Toronto, OH

You'll own the full customer support experience across Clio's core practice management platform and ... Direct experience with modern AI support platforms such as; Maven AI, Decagon, Sierra, Intercom Fin ...

Clio

Senior Director, Customer Support

Vancouver, WA

You'll own the full customer support experience across Clio's core practice management platform and ... Direct experience with modern AI support platforms such as; Maven AI, Decagon, Sierra, Intercom Fin ...

Clio

Senior Director, Customer Support

You'll own the full customer support experience across Clio's core practice management platform and ... Direct experience with modern AI support platforms such as; Maven AI, Decagon, Sierra, Intercom Fin ...

onX

Director, Customer Experience

Missoula, MT

This role oversees all CX functions, supporting delivery, systems, customer insights, and self-service experiences, and reports to the COO. As an onX Director, Customer Experience, your essential job ...

onX

Director, Customer Experience

Missoula, MT · On-site

This role oversees all CX functions, supporting delivery, systems, customer insights, and self-service experiences, and reports to the COO. As an onX Director, Customer Experience, your essential job ...

ME Elecmetal

Customer Support Specialist

Minneapolis, MN · On-site

$70K - $90K/yr

The Customer Support Specialist (CSS) is responsible for delivering exceptional customer support ... direct customers, distributors, agents, or subsidiaries. * Strong decision-making ability in high ...

ME Global

Customer Support Specialist

Minneapolis, MN · On-site

$70K - $90K/yr

Description The Customer Support Specialist (CSS) is responsible for delivering exceptional ... direct customers, distributors, agents, or subsidiaries. * Strong decision-making ability in high ...

ME Elecmetal

Customer Support Specialist

Tempe, AZ · On-site

$70K - $90K/yr

The Customer Support Specialist (CSS) is responsible for delivering exceptional customer support ... direct customers, distributors, agents, or subsidiaries. * Strong decision-making ability in high ...

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All JobsDirector Customer Support Jobs

Director Customer Support information

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$39K

$123.3K

$196.5K

How much do director customer support jobs pay per year?

As of Jun 17, 2026, the average yearly pay for director customer support in the United States is $123,338.00, according to ZipRecruiter salary data. Most workers in this role earn between $95,000.00 and $147,500.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Director of Customer Support, and why are they important?

To thrive as a Director of Customer Support, you need extensive experience in customer service management, strong problem-solving abilities, and a background in business or a related field. Familiarity with CRM platforms like Salesforce or Zendesk, data analytics tools, and customer service certifications (such as HDI or ITIL) are highly valuable. Outstanding leadership, communication, and conflict-resolution skills set top performers apart in this role. These skills are essential for driving customer satisfaction, optimizing team performance, and aligning support operations with business objectives.

What is the difference between Director Customer Support vs Customer Service Manager?

AspectDirector Customer SupportCustomer Service Manager
ResponsibilitiesOversees entire customer support strategy, manages multiple teams, develops policiesManages daily customer service operations, supervises support staff, handles escalations
Required CredentialsBachelor's degree, experience in customer support leadership, strong communication skillsBachelor's degree, experience in customer service, team management skills
Work EnvironmentStrategic planning, cross-department collaboration, high-level decision makingFrontline support, team supervision, direct customer interaction

The main difference is that the Director Customer Support focuses on strategic leadership and policy development across the support organization, while the Customer Service Manager handles daily operations and team management. The director role involves broader oversight and higher-level planning, whereas the manager role is more hands-on with customer interactions and team supervision.

What does a Director of Customer Support do?

A Director of Customer Support oversees the customer support department, ensuring that customer inquiries and issues are handled efficiently and effectively. They develop and implement support strategies, manage support teams, and set service standards to enhance customer satisfaction. This role often involves analyzing support metrics, collaborating with other departments, and driving initiatives to improve the customer experience. Additionally, the Director is responsible for hiring, training, and mentoring support staff to meet organizational goals.

What are some typical challenges a Director of Customer Support faces when leading a large support team?

As a Director of Customer Support, you’ll frequently encounter challenges such as maintaining high team morale during periods of increased customer demand, balancing strategic initiatives with day-to-day operational issues, and ensuring consistent service quality across multiple channels and locations. Effective communication and strong leadership skills are essential for navigating these challenges, as is the ability to analyze support metrics to drive process improvements. Collaborating closely with product, engineering, and sales teams is also key to addressing customer pain points and influencing company-wide customer experience strategies.
More about Director Customer Support jobs
What cities are hiring for Director Customer Support jobs? Cities with the most Director Customer Support job openings:
What are the most commonly searched types of Customer Support jobs? The most popular types of Customer Support jobs are:
What states have the most Director Customer Support jobs? States with the most job openings for Director Customer Support jobs include:
What job categories do people searching Director Customer Support jobs look for? The top searched job categories for Director Customer Support jobs are:
Director Customer Support jobs near you
Infographic showing various Director Customer Support job openings in the United States as of June 2026, with employment types broken down into 82% Full Time, 16% Part Time, and 2% Contract. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution, with an average salary of $123,338 per year, or $59.3 per hour.

Director, Customer Support Center

F. Hoffmann-La Roche Ltd

Indianapolis, IN • On-site

Full-time

Posted 19 days ago

Job description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
The Position
Director, Customer Support Center
The Opportunity:
As the Director of Customer Support Center for Roche Diagnostics USA, you will lead the evolution of our support ecosystem into a next-generation diagnostic hub. Your primary goal is to minimize instrument downtime by championing Remote-First resolution. By integrating AI-assisted troubleshooting tools with our core platforms, you will empower our frontline experts to solve complex clinical and technical issues with unprecedented speed and accuracy. You will serve as a strategic leader who bridges the gap between high-level business objectives and world-class service delivery.
We are seeking a transformational leader who thrives on variety. You don't just manage a department; you look for ways to help the entire company win. You are as comfortable leading a cross-functional project as you are implementing a new AI-guided troubleshooting tool, all while ensuring your team feels secure, valued, and empowered in a rapidly evolving digital landscape.
Job Facts:
1. Strategic Leadership & Remote Excellence
  • Expedited Fix Strategy: Define the roadmap for a proactive support model, utilizing assistive technologies within ServiceMax and Salesforce to increase first-contact resolution and maximize laboratory uptime.
  • Operational & Financial Oversight: Direct accountability for expense budgets (P&L), resource planning, and performance data to ensure a cost-effective, high-output operation.
  • Omnichannel Innovation: Oversee the optimization of CCaaS platforms (e.g., Genesys) to ensure seamless, data-driven interactions across all customer touchpoints.

2. People-Centric Innovation
  • Augmented Support: Oversee the implementation of 'co-pilot' technologies-like predictive error mapping and automated case surfacing-that simplify complex workflows and protect agents from burnout.
  • Change Management: Lead with transparency to ensure the team views new digital tools as career-enhancing assets rather than replacements.
  • Talent Development: Direct all HR activities, including recruitment, training, and career planning, to build a resilient pipeline of leadership talent.

3. Strategic Business Partnership & Enterprise Impact
  • Cross-Functional Synergy: Act as a high-level consultant to internal partners (Sales, Marketing, R&D, and Field Service), aligning support strategies to directly bolster sales objectives and product reliability.
  • Commercial Alignment: Partner with Sales leadership to ensure that our service excellence becomes a competitive differentiator and a primary driver of contract renewals.
  • Silo-Breaking Leadership: Navigate our matrixed organization to build consensus and lead initiatives that require cooperation across multiple departments to solve systemic customer pain points.
  • Dynamic Flexibility: Proactively take on additional responsibilities and pivot resources to support other departments during periods of high demand or special product launches.

4. Compliance & Technical Quality
  • Regulatory Stewardship: Ensure every remote-fix protocol and service action strictly adheres to Roche's quality system and FDA/global regulatory requirements.
  • Service Integrity: Maintain a work culture 100% committed to accuracy, ensuring that remote interventions provide the same level of reliability as an on-site visit.

Who You Are (Required Qualifications & Experience):
  • You hold a Bachelor's degree in Medical Technology, Information Technology, Chemistry, Biology, Clinical Laboratory, Business or related field.
  • You hold 7+ years of management experience in a service, technical support, medical device sales/service, or clinical environment.

Preferred Qualifications:
  • Technical Proficiency: Deep functional knowledge of Salesforce (CRM), ServiceMax (Field Service Management), and CCaaS platforms (e.g., Genesys).
  • Transformation Track Record: Proven history of leading transformational journeys that drive both operational efficiency and Customer Satisfaction (CSAT/NPS) scores.
  • Continuous improvement advocate: Lean -Six Sigma Green - Black Belt
  • Business Acumen: Strong understanding of financial planning, P&L management, and process improvement methodologies.
  • Leadership Style: A proven motivator with effective negotiation and persuasion skills; someone who builds deep, sustaining business relationships.
  • Agility & Mindset: An adaptable decision-maker who is comfortable with initiative, calculated risk-taking, and participating in high-stakes cross-functional initiatives.

Location & Travel:
  • This position is based onsite in our Indianapolis campus.
  • Relocation benefits are provided for this role.
  • Ability to travel as necessitated by business requirements.

The expected salary range for this position based on the primary location of Indiana is $146,900 - $272,900. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.
Benefits
#LI-JW2
Who we are
A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let's build a healthier future, together.
Roche is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.
If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.

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