Director, Support

Job description

About the Role At Decisions, we thrive when our people thrive. We’re currently looking for a Support Director to lead global product support operations across all company products, ensuring customers achieve timely resolution of issues, high service quality, and a consistently positive support experience. This role is responsible for support strategy, team performance, operational efficiency, customer escalations, and cross-functional alignment with Product, Engineering, CloudOps, Security, and Customer Success. An exceptional Director of Support does not simply run the ticket queue. They use support data to improve the product, reduce customer effort, lower operational costs, strengthen customer retention, and become the voice of the customer across the organization. They transform support from a reactive function into a strategic business capability. This position requires three (3) on-site days per week in our office in Virginia Beach, VA. What You’ll Own: Objective 1: Customer Outcomes (25%) Exceeds Expectations Consistently achieves industry-leading CSAT (95%+ monthly) Anticipates customer issues and implements proactive service improvements Successfully manages executive-level escalations with strong customer retention outcomes Demonstrates measurable improvement in customer perception and support effectiveness Meets Expectations Consistently achieves customer satisfaction targets (90% monthly). Resolves escalations effectively Maintains strong customer relationships and communication Objective 2: Operational Performance (25%) Exceeds Expectations Continuously improves SLA attainment, backlog health, and resolution efficiency. Uses data to identify trends and proactively drives measurable operational improvements. Reduces support costs while improving customer outcomes. Establishes scalable support operating models Meets Expectations Meets established SLAs and backlog targets. Maintains predictable support operations. Provides accurate reporting and forecasting. Objective 3: Leadership & Team Development (25%) Exceeds Expectations Builds a highly engaged, high-performing support organization. Develops future leaders and significantly improves team capability. Maintains strong employee retention and engagement. Establishes and evolves goals/KPIs to create a culture of accountability and continuous improvement Meets Expectations Effectively manages team performance. Provides coaching and development opportunities. Addresses performance concerns appropriately Objective 4: Strategic Contribution (25%) Exceeds Expectations Influences company-wide decisions through support insights and customer feedback. Drives initiatives that materially improve product quality and customer outcomes. Acts as a trusted advisor to executive leadership. Demonstrates strong business and financial stewardship. Meets Expectations Provides meaningful input to strategic discussions. Maintains productive relationships with peer organizations. Successfully executes departmental objectives. What You Bring 8+ years of experience leading enterprise software, SaaS, or technology support organizations. 3+ years managing managers, team leads, or geographically distributed support teams. Proven experience supporting multiple products, platforms, or service offerings simultaneously. Demonstrated ownership of executive-level customer escalations and critical incident management. Strong expertise in SLA-driven support operations, KPI management, backlog reduction, and service improvement. Experience partnering closely with Engineering, Product, CloudOps, Customer Success, and Professional Services teams. Deep understanding of incident management, problem management, root cause analysis, and support best practices (ITIL preferred). Working knowledge of SaaS architecture, cloud platforms, databases, APIs, authentication, and enterprise application troubleshooting. Experience leading support organizations through growth, organizational change, mergers, or operational transformation initiatives. Proven ability to use customer feedback, support metrics, and trend analysis to improve product quality, customer satisfaction, and business outcomes Benefits & Perks We know people do their best work when they feel supported. That’s why we offer benefits and perks that help our employees take care of themselves, stay connected, and continue growing in and outside of work. Competitive compensation and performance-based incentives. Comprehensive health and wellness benefits. Flexible work environment with opportunities for remote or hybrid work. Professional development, learning, and certification support. Collaborative, high-growth culture with opportunities to make a meaningful impact. Paid time off, company holidays, and employee recognition programs. Why Decisions At Decisions, we help organizations make work easier through intelligent process orchestration. Our platform brings workflows, rules, approvals, and AI together so teams can simplify complex processes, move faster, and focus on the work that matters most. Behind that platform is a team of curious, collaborative people who take ownership, support one another, and care about creating real impact for our customers. If you’re excited by meaningful work, smart teammates, and opportunities to grow, Decisions could be a great place for you.