Director of Customer Support

About Responsive

Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk and improve employee experiences. Nearly 2,000 customers have standardized on Responsive to respond to RFPs, RFIs, DDQs, ESGs, security questionnaires, ad hoc information requests and more. Responsive is headquartered in Portland, OR, with additional offices in Kansas City, MO and Coimbatore, India. Learn more at responsive.io.

About the Role

As the Director of Customer Support, you will be responsible for defining and executing the global support strategy. You will lead a growing team of support professionals and build a high-performing function that consistently exceeds service level expectations. This role requires a strong operational leader with a SaaS mindset, experience supporting B2B enterprise customers, and a track record of delivering high CSAT/SLA while scaling for growth.

What You’ll Be Doing

• Define the vision, goals, and roadmap for the global support function.
• Lead and scale a distributed team of support managers, leads, and agents.
• Set and track key performance metrics (CSAT, NPS, SLA, FRT, TTR, etc.).
• Ensure a consistent, high-quality customer support experience across channels (email, chat, in-app, voice).
• Champion the voice of the customer within the organization and influence product and engineering roadmaps through feedback loops.
• Establish scalable support processes, workflows, and knowledge management practices.
• Optimize use of support tools such as Zendesk, Intercom, Salesforce, or similar platforms.
• Leverage automation, AI, and self-service to improve responsiveness and reduce ticket volume.
• Partner with Customer Success, Product, Engineering, and Sales to resolve complex issues and proactively support account health.
• Work closely with Product and QA teams to escalate and track bugs, enhancements, and release readiness.
• Attract, hire, and develop top talent; create a culture of accountability, empathy, and growth.
• Design onboarding and training programs to enhance product knowledge and support delivery.

What We’re Looking For

Education

Bachelor's degree in Business, Technology, or related field. MBA is a plus.

Experience 

• 20+ years of experience in customer support/customer success, with 5+ years in leadership roles.
• Proven experience leading SaaS support operations at scale (ideally for B2B, enterprise-grade products).
• Deep understanding of SaaS metrics, customer lifecycle, and escalation management.
• Experience with support tools and platforms (e.g., Zendesk, Salesforce Service Cloud, Intercom, Jira).
• Analytical mindset with a strong focus on KPIs, reporting, and operational improvement.
• Experience with ticketing systems and CRM platforms (e.g., Zendesk, Salesforce Service Cloud, Intercom, Jira).
• Track record of building collaborative teams and mentoring future leaders.

Knowledge, Skills & Ability

• Deep understanding of SaaS business models and the end-to-end customer lifecycle, including onboarding, support, renewals, and expansions.
• Expertise in customer support operations, KPIs (CSAT, NPS, SLA, FRT, TTR), and support analytics.
• Familiarity with AI-powered support tools, automation, chatbots, and self-service platforms (e.g., knowledge bases, community forums).
• Ability to lead and inspire high-performing global support teams, with a strong focus on coaching, development, and accountability.
• Exceptional communication and interpersonal skills to collaborate across Product, Engineering, and Customer Success teams.
• Ability to analyze data to uncover trends, proactively resolve root causes, and drive continuous improvement.
• Capable of maintaining poise under pressure, handling critical escalations, and managing executive-level relationships.
• Strong problem-solving and decision-making skills, especially in ambiguous or rapidly changing environments.
• Proven ability to manage remote, cross-cultural teams and operate effectively in a virtual-first workplace.

Why Join Us?

• Impact-Driven Work: Build innovative solutions that redefine strategic response management.
• Collaborative Environment: Work with a passionate team of technologists, designers, and product leaders.
• Career Growth: Be part of a company that values learning and professional development.
• Competitive Benefits: We offer comprehensive compensation and benefits to support our employees.
• Trusted by Industry Leaders: Be part of a product that is trusted by world-leading organizations.
• Cutting-Edge Technology: Work on AI-driven solutions, cloud-native architectures, and large-scale data processing.
• Diverse and Inclusive Workplace: Collaborate with a global team that values different perspectives and ideas.