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Director Customer Support Jobs in Rochester, NY (NOW HIRING)

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Director Customer Support information

See Rochester, NY salary details

$38.5K

$121.7K

$193.9K

How much do director customer support jobs pay per year?

As of Sep 6, 2026, the average yearly pay for director customer support in Rochester, NY is $121,694.00, according to ZipRecruiter salary data. Most workers in this role earn between $93,700.00 and $145,500.00 per year, depending on experience, location, and employer.

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 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 are the most commonly searched types of Customer Support jobs in Rochester, NY?

The most popular types of Customer Support jobs in Rochester, NY are:

What are popular job titles related to Director Customer Support jobs in Rochester, NY?

For Director Customer Support jobs in Rochester, NY, the most frequently searched job titles are:

What job categories do people searching Director Customer Support jobs in Rochester, NY look for?

The top searched job categories for Director Customer Support jobs in Rochester, NY are:

What cities near Rochester, NY are hiring for Director Customer Support jobs?

Cities near Rochester, NY with the most Director Customer Support job openings:

Director Customer Support jobs near you
Infographic showing various Director Customer Support job openings in Rochester, NY as of July 2026, with employment types broken down into 76% Full Time, 22% Part Time, and 2% Contract. Highlights an 89% Physical, 1% Hybrid, and 10% Remote job distribution, with an average salary of $121,694 per year, or $58.5 per hour.

Residential Direct Support Professional

Epilepsy-Pralid, Inc.

Rochester, NY • On-site

$19.50 - $26/hr

Full-time, Part-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 24 days ago

Job description

We accept applications for open positions. We are an equal opportunity employer.
Are you looking for a rewarding career working with individuals in our community? Empowering People's Independence (EPI), provides support for people with developmental disabilities, epilepsy, and brain injury through progressive, tailored care to improve their health, wellbeing, independence, and social inclusion.
As a company we provide a positive work culture, job training, as well as professional development and company growth!
Current Schedules may include:
Full and Part time working evenings and overnights including weekends
Current Locations:
Brighton, Chili, Gates, East Rochester, Henrietta, Pittsford, Rush, Webster and Ontario, NY
Job Purpose:
Assist individuals with brain injury, intellectual disabilities, and other neurological disabilities in achieving a challenging, stimulating, dignified life by serving as an advocate and liaison for and on behalf of individuals' rights and benefits.
Benefits:
  • 403(b) with discretionary match
  • Dental & Vision insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance with HSA and employer match
  • Health savings account
  • Life insurance
  • Generous PTO bank
  • Parental leave
  • Referral program

Pay Rate - $19.50/hr-$26.00/hr
Essential Functions:
  • Maintain the health and well-being of the individuals Empowering People's Independence (EPI) serves
  • Provide supervision, training, and assistance in accomplishing activities of daily living, which includes, but is not limited to, self-care skills, social skills, recreation skills, community skills, and domestic skills to ensure individuals' goal plans are followed; transport individuals as directed
  • Maintain accurate, up-dated charting and documentation per regulations
  • Report all policy violations to appropriate personnel
  • Assist management with individuals' personal goal plans
  • Attend staff meetings as directed to evaluate and promote effectiveness of both the individual program and the general program
  • Promote workplace safety

Non-Essential Functions: (Hiring Manager's discretion)
  • Other duties as assigned within scope of practice.
  • Participate on various committees as able.

Education and Experience:
High school graduate or equivalent; one-year experience in the human service field preferred.
Qualifications:
  • Mature interpersonal/professional skills to effectively collaborate, resolve issues, and maintain confidentiality.
  • Solid verbal and written communication skills and ability to communicate with all persons supported and employees within various levels of the organization.
  • Demonstrated ability to use poise, tact, and diplomacy, during difficult and/or stressful situations
  • Proven ability to work in a fast-paced environment, with demonstrated ability to manage multiple tasks, and customer requests, while meeting deadlines
  • Strong working knowledge of Microsoft programs to include Email, Word, Excel, Teams,
  • Must possess and maintain a valid NYS Driver's License and have reliable transportation.

EPI's Values:
  1. Integrity
  2. Courage
  3. Adaptability
  4. Respect
  5. Adhere to all company/departmental policies & procedures and ensure departmental compliance.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Must be able to lift, transfer, and move at least 50 lbs.
  • Must be able to talk, hear, stand for extended periods of time, walk, sit, twist, bend, use hand to finger, stretch with hands and arms
  • Specific vision abilities required by this job include
    Close vision
    Ability to adjust focus
  • Employee must be able to train in and perform Strategies for Crisis Intervention and Prevention -Revised (SCIP-R), CPR and first aid

While performing the duties of this position, the employee travels by automobile and/or Agency Van and will be exposed to changing weather conditions.
#IND
Empowering People's Independence(EPI)
Call or Text us at (607) 591-5580
recruiter@epiny.org

Apply