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Director Saas Customer Support Jobs in Riverside, CA

Centr

Director of Customer Support

Norco, CA · On-site

Role Overview We are hiring a Director of Customer Support to build a modern, high-leverage, omni-channel support organization that scales with rapid growth while delivering a brand-differentiated ...

Q CELLS USA Corp.

Customer Support Coordinator

Irvine, CA · On-site

$20.25 - $25.50/hr

Customer Support Coordinator Location: Irvine, CA, United States Location Type: On-site Salary ... set at the direct manager's discretion in accordance with the company policies and procedures.

Qcells

Customer Support Coordinator

Irvine, CA · On-site

$68K - $74K/yr

As a customer support person on this team, you will play an instrumental role in the growth of our ... set at the direct manager's discretion in accordance with the company policies and procedures.

Qcells

Customer Support Coordinator

Irvine, CA · On-site

$68K - $74K/yr

As a customer support person on this team, you will play an instrumental role in the growth of our ... set at the direct manager's discretion in accordance with the company policies and procedures.

Qcells

Customer Support Coordinator

Irvine, CA · On-site +1

$68K - $74K/yr

As a customer support person on this team, you will play an instrumental role in the growth of our ... set at the direct manager's discretion in accordance with the company policies and procedures.

Qcells

Customer Support Coordinator

Irvine, CA · On-site +1

$68K - $74K/yr

As a customer support person on this team, you will play an instrumental role in the growth of our ... set at the direct manager's discretion in accordance with the company policies and procedures.

PADI

Customer Support Representative

Rancho Santa Margarita, CA · On-site

$17.25 - $23.50/hr

The Technical Customer Support Representative provides technical support and customer assistance ... Provide daily reports on assigned processes and performance metrics, as directed. Team & Department ...

Qcells

QSS Customer Support Specialist

Irvine, CA · On-site +1

$70K - $85K/yr

San Francisco, CA; or Santa Clara, CA, with a potential in-office schedule set at the direct ... Field customer calls and complaints, providing prompt and effective resolutions. * Collaborate with ...

Qcells

QSS Customer Support Specialist

Irvine, CA · On-site

$70K - $85K/yr

San Francisco, CA; or Santa Clara, CA , with a potential in-office schedule set at the direct ... Field customer calls and complaints, providing prompt and effective resolutions. * Collaborate with ...

Prismatik

Customer Tech Support Specialist

Irvine, CA · On-site

$20.37 - $22/hr

Acts as the primary support contact for customer technical support for My Accounts, Glidewell Direct, Inclusive Dental, Glidewell.io, and Digital Order Processing. * Supports external customers with ...

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Director Saas Customer Support information

See Riverside, CA salary details

$40.7K

$128.7K

$205K

How much do director saas customer support jobs pay per year?

As of Aug 26, 2026, the average yearly pay for director saas customer support in Riverside, CA is $128,675.00, according to ZipRecruiter salary data. Most workers in this role earn between $99,100.00 and $153,900.00 per year, depending on experience, location, and employer.

What does a Director of SaaS Customer Support do?

A Director of SaaS Customer Support oversees and manages the customer support operations for a software-as-a-service (SaaS) company. They are responsible for developing support strategies, leading support teams, ensuring high levels of customer satisfaction, and implementing best practices for resolving customer issues. This role often involves collaborating with product, engineering, and sales teams to improve the overall customer experience. The Director also analyzes support metrics to drive continuous improvement and efficiency within the support department.

What are the key skills and qualifications needed to thrive as a Director of SaaS Customer Support?

To thrive as a Director of SaaS Customer Support, you need extensive experience in customer support leadership, deep understanding of SaaS business models, and a relevant degree, often in business or technology. Familiarity with CRM tools, ticketing systems (like Zendesk or Salesforce), and analytics platforms is essential, as are certifications in customer success management or ITIL. Outstanding communication, strategic thinking, and team leadership skills help foster a customer-centric culture and drive continuous improvement. These competencies ensure efficient support operations, high customer satisfaction, and alignment with company growth goals.

How does a Director of SaaS Customer Support typically collaborate with other departments to improve customer satisfaction?

A Director of SaaS Customer Support regularly works cross-functionally with teams like product management, engineering, and sales to address customer pain points and enhance the user experience. This role often leads initiatives to communicate customer feedback to product teams, ensuring that recurring issues are prioritized for resolution. Directors also coordinate with sales and account management to support renewals and upsell opportunities by demonstrating the value of exceptional support. Strong collaboration skills are essential, as fostering alignment across departments is key to delivering a seamless customer journey.

What job categories do people searching Director Saas Customer Support jobs in Riverside, CA look for?

The top searched job categories for Director Saas Customer Support jobs in Riverside, CA are:

What cities near Riverside, CA are hiring for Director Saas Customer Support jobs?

Cities near Riverside, CA with the most Director Saas Customer Support job openings:

Director Saas Customer Support jobs near you

Director of Customer Support

Norco, CA • On-site

Centr
Sporting Product Manufacturing • 1 - 10 employees
Learn more about Centrexternal

Full-time

Re-posted 17 days ago

Job description

Welcome to Centr - the home of strength.
Centr is a globally recognized performance fitness platform founded by Chris Hemsworth. Headquartered in Los Angeles, California, we are a passionate team of content creators, strategists, engineers, designers, marketers, and brand builders who help the strong get stronger, every day.
Role Overview
We are hiring a Director of Customer Support to build a modern, high-leverage, omni-channel support organization that scales with rapid growth while delivering a brand-differentiated, white-glove customer experience.
This role owns the full customer support function across ecommerce, app subscriptions, and retail customers. You will transform support from a reactive cost center into a loyalty, revenue, and insight engine by combining deep operational discipline, automation, and fitness expertise.
You will report directly to the President of Digital and will own key CX levers including refund policy, appeasement strategy, save flows, automation, and support-driven revenue initiatives.
This is a build-and-transform role. Your mandate is to design the system, team, and playbook for 2026 and beyond.
Key Responsibilities
1. Own the End-to-End Customer Support Strategy
  • Design and execute a comprehensive CX strategy spanning:
    • Pre-purchase guidance for high-AOV fitness equipment
    • Post-purchase support (orders, delivery, setup, returns)
    • App subscription support (billing, access, content, experience)
    • Retail customer support in coordination with Technical Service, Sales and Warehouse teams
  • Define clear support principles: when to automate, when to escalate, when to delight
  • Establish clear SOPs, QA standards, and performance metrics

2. Gorgias Mastery & Automation Leadership
  • Architect Gorgias as a central CX operating system
  • Build and maintain:
    • Advanced rules, macros, tagging, and views
    • AI-driven triage, routing, and response suggestions
    • Self-service flows (order changes, returns, account fixes, FAQs)
  • Drive ticket deflection and one-touch resolution without degrading experience
  • Own integration strategy across Shopify, subscriptions, warehouse systems, and voice

3. Turn Support into a Revenue & Loyalty Engine
  • Design and implement:
    • Save flows and intelligent cancel deflection
    • Upsell and cross-sell aligned with customer goals
    • Pre-purchase advisory workflows for big-ticket equipment
  • Ensure support agents are credible fitness advisors, not script readers
  • Develop SOPs for product setup support and escalation
  • Prove revenue impact via controlled experiments and reporting

4. Own CX Levers & Economics
  • Full ownership of:
    • Refund policy and execution
    • Appeasement guidelines and budgets
    • Escalation thresholds and exception handling
  • Balance customer trust with financial discipline
  • Partner with Finance and Ops to model CX tradeoffs

5. Be the Voice of the Customer
  • Create tight feedback loops into:
    • Product (app experience, bugs, friction)
    • E-commerce (delivery, setup, returns)
    • Marketing (expectation-setting, messaging gaps)
  • Translate qualitative support insights into clear, actionable recommendations

Who You Are
  • 8-12+ years leading customer support / CX in high-volume omni-channel, ecommerce and/or subscription businesses
  • Deep, hands-on expertise with Gorgias
  • Proven track record deploying automation, AI, and self-service at scale
  • Comfortable owning CX tradeoffs and making judgment calls
  • Fluent in omni-channel complexity (DTC, retail, subscriptions, warehouse coordination)
  • Commercially minded: understands how CX impacts AOV, refunds, retention, and trust
  • Able to build systems and roll up sleeves to dive into tickets to understand root causes
  • Strong operator with high standards and low tolerance for chaos

Bonus points
  • Experience supporting high-AOV physical products
  • Background in fitness, health, or performance coaching
  • Experience integrating voice support into modern CX stacks

What Success Looks Like
By the end of 2026, you will have:
  • Achieved 65%+ of tickets resolved via one-touch or automation
  • Improved CSAT by 30%+ while scaling volume materially year-over-year
  • Reduced overall refund rate to ~8% without harming customer trust
  • Built a scalable omni-channel support model across DTC, subscriptions, and retail
  • Deployed Gorgias automations, AI workflows, and self-service flows as first-class infrastructure
  • Demonstrated measurable revenue uplift via support-led upsell, cross-sell, and save initiatives
  • Established support as a trusted partner to Product, Sales, Marketing, and Warehouse Ops

Why This Role Matters
Support touches every customer, every channel, and every failure mode of the business. In 2026, it will also be a meaningful lever for margin, loyalty, and growth.

Apply