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Director, Product Support & Perfection

Our client is an innovative software company seeking a strategic, hands-on leader to oversee customer support operations, product issue resolution, and release and deployment coordination. This role will lead a distributed team across the U.S. and India, ensuring a seamless customer experience while driving operational excellence and continuous product improvement.

What the Role Owns

The Director, Product Support & Perfection will lead a five-person team responsible for customer support, technical issue resolution, and weekly product releases. The role owns the process from Monday triage through Thursday deployment, including prioritization, code reviews, testing, release approval, and customer communication.

The Director will also develop a deployment lead in Gurgaon and drive improvements to support tools, ticket management, escalation processes, automation, and AI-assisted triage. The role requires strong product judgment to distinguish bugs from enhancements and determine what ships immediately versus what moves to the roadmap.

Leadership Style & Challenge

This is a hands-on leadership role requiring someone who can move between strategy and execution - troubleshooting issues, coordinating engineers, approving deployments, and engaging directly with customers. Support volume has increased significantly, and leading a team across U.S. and India time zones will require strong prioritization, communication, and accountability.

Opportunity

The role offers significant ownership and executive visibility, with direct access to the CTO and CEO and the opportunity to redesign and strengthen the company's support and release operations.

Best-in-Class Benefits and Culture:

Our client values their employees' time and effort. Their competitive compensation of $93,500-$115,000

annually, depending on experience, and an extensive benefits package to enhance their commitment to your success. Our client's benefits package includes: 

Plus, they work to maintain the best possible environment for their employees, where people can learn and grow with the company. They strive to provide a collaborative environment where everyone feels encouraged to contribute to their processes, decisions, planning, and culture.
Your responsibilities as the Director, Product Support & Perfection will include:

• Lead a team of customer experience associates and technical support professionals based in Gurgaon, India
• Own support operations from ticket intake through issue resolution and release deployment
• Coordinate weekly software releases, testing, deployment approvals, and post-release validation
• Partner with executive leadership, customer success, and engineering teams to improve customer outcomes
• Prioritize defects, enhancements, and support requests while balancing customer needs and product objectives
• Improve support processes, escalation procedures, automation initiatives, and AI-assisted workflows
• Ensure customers receive timely, accurate communication regarding issues and resolutions

To thrive/succeed as the Director, Product Support & Perfection, you should have:        

• 8-12 years of professional experience, including 3+ years leading engineers, analysts, or support specialists
• Product management, technical program management, or SaaS support leadership experience
• Hands-on technical aptitude with the ability to troubleshoot bugs, review API responses, and analyze issues independently
• Experience coordinating software releases, deployments, testing, and code review processes
• Excellent written and verbal communication skills with customer-facing experience
• Success leading remote or offshore teams across multiple time zones
• Strong organizational skills and a proven ability to drive accountability and follow-through

Take Ownership. Lead Improvements. Deliver Results.

If you're an experienced SaaS leader who thrives in fast-paced environments, enjoys solving customer problems, and can successfully lead distributed teams, we'd like to hear from you.

Our client is an equal opportunity employer that welcomes and encourages diversity in the workplace. It does not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We will consider qualified applicants with criminal histories for employment.