Director, Customer Support

Gong transforms revenue organizations by harnessing customer interactions to increase business efficiency, improve decision-making and accelerate revenue growth. The Revenue Intelligence Platform uses proprietary artificial intelligence technology to enable teams to capture, understand and act on all customer interactions in a single, integrated platform. More than 4,000 companies around the world rely on Gong to support their go-to-market strategies and grow revenue efficiently. For more information, visit www.gong.io.

We are looking for a dynamic leader to join our team as the Director of Technical Support. In this role, you'll drive excellence in Customer Support by ensuring high-quality technical resolutions and scaling our support operations to meet the needs of our growing customer base. You'll lead and empower global support teams across the U.S., Colombia, and Ireland, delivering exceptional support experiences as part of our Customer Experience strategy. This role will focus on executing Support Strategies that align with our global goals and set customers up for long-term success through outstanding service. You’ll play a key role in shaping the future of our support strategy and creating raving fans!

RESPONSIBILITIES

• Operational Excellence: Implementing best practices, metrics, and KPIs to measure and improve support efficiency, case resolution time, and customer satisfaction
• Team Management & Development: Leading, mentoring, and growing a high-performing support team with clear development pathways, a culture of accountability, continuous learning, and customer advocacy
• Strategic Leadership: Developing and executing on a technical support strategy that aligns with company goals and creates differentiated customer experiences
• Cross-Functional Collaboration: Partnering with Product, Engineering, Customer Success, and Sales teams to provide customer feedback, drive improvements, and collaborate on shared goals and objectives
• Escalation Management: Improving key metrics (i.e. resolution time, CSAT, backlog reduction, etc.) and managing an effective escalation process to ensure timely resolution of high-impact customer issues

Technology & Automation: Leveraging tools, automation, and AI-driven solutions to enhance efficiency and customer engagement.

QUALIFICATIONS 

• Experience: 10+ years in technical support or customer support roles, ideally with 5+ years in Support leadership functions
• Technical Expertise: Strong understanding of enterprise SaaS, cloud technologies, and troubleshooting methodologies
• Leadership & People Management: Proven track record of building, developing, and scaling high-performing support teams across different time zones
• Customer-Centric Mindset: Deep passion for customer experience and a strong ability to translate customer needs into actionable strategies
• Data-Driven Approach: Experience using analytics and KPIs to drive continuous, sustained improvement
• Problem-Solving Skills: Ability to navigate complex technical and operational challenges with a strategic and proactive mindset
• Strong Communication: Excellent verbal and written communication skills, with the ability to engage stakeholders at all levels
• Experience Leading Support through Hypergrowth or Change (e.g., major product expansions, new geographies)

Experience Implementing AI/Automation at Scale is a bonus

PERKS & BENEFITS 

• We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Mental Health benefits with covered therapy and coaching.
• 401(k) program to help you invest in your future.
• Education & learning stipend for personal growth and development.
• Flexible vacation time to promote a healthy work-life blend.
• Paid parental leave to support you and your family.
• Company-wide recharge days each quarter.
• Work from home stipend to help you succeed in a remote environment.

The annual salary hiring range for this position is $153,000 - $227,000 USD. 

Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualificat