Director, Customer Support

Responsibilities

• Develop and execute a customer support strategy aligned with company goals
• Lead, mentor, and scale customer support teams
• Oversee daily operations across support channels including email, chat, and phone
• Establish, monitor, and report on support metrics and KPIs such as CSAT and NPS
• Collaborate with Product, Engineering, and Sales to champion the voice of the customer
• Analyze support data to identify trends and opportunities for process improvement
• Design and optimize workflows, tools, and knowledge resources
• Manage support budgets, resource planning, and vendor relationships
• Handle escalated customer issues and critical incidents

Requirements

• Bachelor’s degree or equivalent work experience
• 8+ years of experience in customer support or customer service roles
• 3+ years of people management experience at the manager or director level
• Proven track record scaling support teams in SaaS or technology environments
• Experience with CRM and ticketing platforms like Zendesk, Salesforce, or Intercom
• Strong leadership and communication skills

Preferred Qualifications

• Advanced degree such as an MBA
• Experience managing global or distributed teams
• Expertise in change management and organizational transformation
• Experience designing automation or self-service tools like chatbots
• Familiarity with Voice of the Customer or Design Thinking methodologies

About the Company

Millions of people rely on Calendly to manage their schedules. We are in a period of exciting product growth and are looking for leaders to help us scale our customer experience.