Director of Customer Support

SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. SpyCloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes SpyCloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further!

SpyCloud is seeking a Director, Customer Support to lead and scale our 24x7 global support operations. This role reports to the Vice President of Product Success and is responsible for ensuring that customers receive high-quality, technically sound support with a focus on speed, satisfaction, and operational excellence.

As a player-coach, the Director will not only lead a growing support team but also remain hands-on in daily operations, managing complex cases, refining support processes, and driving continuous improvement. The ideal candidate brings a balance of strategic problem-solving, team leadership, and deep technical fluency in SaaS environments.

The ideal candidate will be passionate about delivering industry-leading customer support to SpyCloud’s customers.  They will be focused on driving the use of leading-edge tools, documentation, and processes that continuously enhance and customer experience and leveraging.  The right candidate will obsessively drive to remove every possible barrier in helping our customers to disrupt cybercrime that could impact their business.

 

What You'll Do:
Support Strategy & Team Leadership:

• Lead and evolve SpyCloud’s 24x7 global customer support function to meet current and future needs proactively.
• Build and manage a high-performing team, fostering a culture of accountability, responsiveness, and continuous learning.

Operational Execution & Optimization:

• Define and monitor key performance indicators (KPIs) to assess team effectiveness, resolution quality, and SLA adherence.
• Select and manage the right AI-based tools and features that augment and support the team and our customers. 
• Identify bottlenecks and inefficiencies, and implement process improvements to streamline workflows and improve customer satisfaction.

Technical Escalation Management:

• Serve as an escalation point for high-priority or complex technical support issues, partnering with Engineering and Product teams to resolve root causes.
• Maintain subject matter expertise on SpyCloud’s product suite and ensure the team is equipped with the right technical knowledge.

Tooling & Automation Strategy:

• Oversee support platform administration (e.g., Zendesk), optimize configurations, and evaluate tooling enhancements to drive efficiency and scalability.
• Promote automation and knowledge management initiatives to reduce manual effort and empower customers with self-service.

Cross-Functional Collaboration:

• Partner closely with Customer Success, Product, Engineering, Sales Engineering, and Marketing to ensure alignment on customer needs and support readiness.
• Share recurring support themes and customer insights to help influence product improvements and roadmap priorities.

Customer Advocacy & Experience:

• Ensure every support interaction reflects SpyCloud’s commitment to proactive, professional, and solution-focused customer care.
• Drive initiatives to improve CSAT, reduce time-to-resolution, and maintain consistent engagement quality across all touchpoints.

Team Development & Performance Management:

• Hire, mentor, and develop team members to support professional growth and maintain high team engagement.
• Provide regular coaching, set clear expectations, and hold the team accountable to high performance standards.

Reporting & Stakeholder Communication:

• Deliver clear, data-backed reporting to the VP of Product Success and other senior leaders on support volume, trends, risks, and customer-impacting issues.
• Make strategic recommendations regarding team growth, continued education, process enhancements, and resource allocation.

Requirements:

• 10+ years of customer support experience in technical environments, with 7+ years in a leadership role
• Proven success scaling support operations in a high-growth SaaS organization
• Deep familiarity with enterprise support models, ticket triage, and issue resolution best practices
• Strong experience with leveraging AI tools to drive the performance of the support team and to dramatically enhance the customer experience
• Strong experience with Zendesk or similar support platforms, including configuration and optimization
• Track record