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Director Customer Support Jobs in Colorado (NOW HIRING)

Spring Health

Director, CX Delivery (Alma)

Denver, CO · On-site

$218K/yr

Lead customer retention and engagement strategies -- designing proactive support programs ... direct, hands-on data fluency. * Use workforce data, QA reviews, shadow sessions, and escalation ...

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All JobsCustomer Support JobsDirector Customer Support JobsDirector Customer Support Jobs in Colorado

Director Customer Support information

See Colorado salary details

$41K

$129.7K

$206.6K

How much do director customer support jobs pay per year?

As of Aug 7, 2026, the average yearly pay for director customer support in Colorado is $129,692.00, according to ZipRecruiter salary data. Most workers in this role earn between $99,900.00 and $155,100.00 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.
What are the most commonly searched types of Customer Support jobs in Colorado? The most popular types of Customer Support jobs in Colorado are:
What are popular job titles related to Director Customer Support jobs in Colorado? For Director Customer Support jobs in Colorado, the most frequently searched job titles are:
What job categories do people searching Director Customer Support jobs in Colorado look for? The top searched job categories for Director Customer Support jobs in Colorado are:
What cities in Colorado are hiring for Director Customer Support jobs? Cities in Colorado with the most Director Customer Support job openings:
Director Customer Support jobs near you
Infographic showing various Director Customer Support job openings in Colorado as of August 2026, with employment types broken down into 75% Full Time, and 25% Part Time. Highlights an 100% In-person job distribution, with an average salary of $129,692 per year, or $62.4 per hour.

Director, Customer Support & Field Service

Kratos Industries

Arvada, CO • On-site

$125K - $155K/yr

Full-time

Posted 4 days ago

Job description

Job Type
Full-time
Description
Salary Range: $125,000 - 155,000 annually
Hours: M-F - 7:30 - 4:30 "On Site"
Travel: Up to 25% at times
Must be located in Colorado as this is an in house on site position.
POSITION:
We are seeking a founding Director of Field Service - an experienced leader who will build the function from the ground up, create the processes, tools, and team necessary to serve our customers excellently, and ultimately transform field service from a cost center into a revenue-generating product line.
This is a high-impact, high-visibility role for a hands-on builder who is equally comfortable developing strategy and rolling up their sleeves to solve a live customer issue. The right candidate will have deep roots in the electrical equipment or power distribution industry, a strong grasp of switchgear and protective relay systems, and a track record of leading and scaling field service organizations.
KEY RESPONSIBILITIES:
Field Service Operations - End-to-End Process Ownership
  • Design and implement a scalable intake and execution process for all post-shipment customer services - warranty claims, commissioning support, component rework, and field retrofits
  • Establish SLAs for initial customer response, technician dispatch, parts delivery, and work completion; build the reporting infrastructure to track performance against those targets.
  • Own the full service delivery workflow: from first customer contact through root-cause identification, parts procurement, technician scheduling, on-site execution, and formal work-order closeout.
  • Partner with Eng and QC to assure the Field Service team has access to required procedures, specifications, and safety protocols required to effectively execute customer and business requirements
  • Partner with Eng and QC using root-cause and corrective action documentation for continuous improvement

Warranty Management
  • Define and administer the company's warranty policy, budget, and reporting processes
  • Build a warranty case management system that provides full traceability from initial claim to final resolution, integrating with the company's ERP and/or CRM platforms
  • Coordinate with Procurement and Suppliers on defective component returns, warranty credits, and vendor accountability for parts-related field failures

Team Leadership & Development
  • Hire, onboard, and develop a field service organization to meet current demand and can scale with the business
  • Define role scopes, competency frameworks, and career paths within the field service organization; build a culture of accountability, safety, and customer-first service that is scalable with the business
  • Establish technician certification and training standards aligned with industry requirements, and equipment-specific commissioning and testing procedures
  • Set clear performance expectations and metrics across the FS organization coaching the team to enable career growth and succession planning

Third-Party Contractor Network
  • Identify, qualify, and onboard a network of preferred electrical contractors and field service firms that can serve as overflow capacity in high-demand periods or in geographies where internal coverage is thin.
  • Develop contractor qualification criteria - technical competency, industry specific requirements
  • Establish MSA's, rate cards, scope-of-work templates, and quality oversight protocols for all third-party engagements
  • Build and manage the ongoing relationship with contractor partners and maintain an active bench of qualified providers

Field Service as a Revenue Product
  • Refine, create, and deploy field service capabilities sold independently of or alongside the original switchgear: startup and commissioning packages, preventative maintenance agreements, extended warranty offerings, and emergency response contracts
  • Partner with Sales to define service package scope, pricing models, and go-to-market positioning; train the sales team on how to present and sell service contracts
  • Build the quoting, contracting, and invoicing infrastructure for billable service work; establish clear boundaries between warranty-covered and billable scope.
  • Track and report field service revenue; develop a multi-year growth roadmap for the service business

Customer Experience & Communication
  • Serve as the senior escalation point for major customer field service needs - act as a direct customer-facing leader
  • Define communication standards for proactive customer updates throughout open service cases
  • Establish a formal handoff process between cross functional stakeholders PM, Eng, QC, and Field Service ensuring clean ownership transfer and no gaps in customer support.
  • Develop a customer satisfaction measurement program (CSAT / NPS) specific to field service interactions; use feedback to drive continuous improvement

QUALIFICATIONS:
  • Bachelor's degree in Electrical Engineering, Electrical Technology, or a related technical field; equivalent combination of education and directly relevant experience considered
  • 8+ years of field service experience with medium-voltage or low-voltage switchgear, power distribution equipment, or protective relay systems
  • 5+ years of people leadership experience with direct reports in a field service or technical operations environment
  • Demonstrated experience designing, scaling, or significantly improving field service organizations and processes
  • Experience developing or managing third-party contractor/partner relationships for technical field work
  • Strong working knowledge of electrical safety standards and the ability to enforce a safety-first culture in the field
  • Proficiency with field service management platforms and ERP/CRM systems
  • Willingness and ability to travel up to 25% - including occasional short-notice travel to customer sites for critical escalations

What also helps put you ahead:
  • Experience at a switchgear manufacturer or OEM in a field service leadership capacity
  • Commercial go-to-market strategy experience
  • Experience with commissioning and startup services for low and medium-voltage switchgear
  • Prior experience in a high-growth or startup environment

Salary Description
$125,000.00 - 155,000.00

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