Director of Customer Support

ABOUT THE ROLE
Second Front Systems (2F) is seeking an ambitious and visionary Director of Customer Support to join our mission-driven team. We are a dynamic, fast-growing entrepreneurial company at the intersection of cutting-edge technology and national security, committed to delivering transformative solutions that empower our nation’s defenders. This is an opportunity to play a pivotal role in shaping the future of a company that is redefining the way software is delivered and secured in the defense sector.
The Director of Customer Support will lead Second Front Systems’ customer support team, driving strategy and operational excellence to ensure our customers receive fast, effective, and empathetic support. This position is responsible for setting the direction of the Customer Support department, optimizing processes, and aligning resources to meet service standards. A key focus of this role is to foster collaboration across departments, enabling efficient issue resolution and contributing to customer success in a high-stakes environment.
Note: This position requires U.S. citizenship due to government contract requirements.

What You’ll Do

• Develop and implement a customer support strategy aligned with company goals, focusing on customer satisfaction, retention, and long-term engagement.
• Build, mentor, and manage a team of customer support engineers, creating a customer-first culture that emphasizes empathy, agility, and accountability.
• Set high standards for clear, consistent, and empathetic communication with customers, ensuring prompt and accurate responses.
• Handle complex customer issues and escalations with urgency and sensitivity, collaborating with Product and Engineering teams to address and resolve root causes.
• Design and implement efficient workflows to streamline support operations, reduce response times, and improve customer satisfaction.
• Define, track, and report on key performance metrics (e.g., response times, resolution rates, customer satisfaction scores) to measure and communicate team performance.
• Ensure adequate resourcing and workforce planning to meet customer demand, including staffing and skill development to handle a growing and dynamic customer base.
• Oversee customer support tools and systems, evaluating and implementing solutions that improve team efficiency and the customer experience.
• Work closely with Product, Sales, and Engineering teams to proactively address customer feedback, reduce friction points, and enhance overall product and service quality.
• Gather and analyze customer feedback to identify recurring issues and advocate for improvements across products and support practices.
• Oversee technical implementations during customer onboarding, from initial planning to final deployment, ensuring projects are delivered on time, within scope, and meet quality standards.
• Coordinate resourcing needs for multiple concurrent projects, allocating team members, tools, and technical resources effectively to meet project demands.

Skills You’ll Bring to Our Team

• 8+ years of experience in customer support or customer success, with 5+ years in a leadership role, ideally in a tech or SaaS company.
• Strong commitment to delivering exceptional customer service, with a demonstrated ability to build relationships and resolve issues in a thoughtful, timely manner.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly to both technical and non-technical stakeholders.
• Proficient in analyzing support metrics and leveraging data to improve processes, as well as a strategic approach to identifying and solving customer challenges.
• Proven ability to lead and develop high-performing teams, fostering a culture of excellence, accountability, and collaboration.
• Ability to support on call schedule.
• Familiarity with customer support software (e.g.,Git and Jira) systems, and relevant reporting and analytics tools.
• Ability to navigate a fast paced, ambiguous environment.
• Security plus certification.

Preferred Qualifications

• Experience in the defense technology or national security space.
• Knowledge of compliance and security standards within a SaaS or cloud environment.
• Familiarity with DevSecOps principles and technologies.
• Have a strong interest in matters of national security.

Perks & Benefits
This role is full time.  As a public benefit corporation, we’re a team of purpose-driven trailblazers transforming the future of U.S. national security. We hire the best to do their best and, as such, we are committed to providing the perks and benefits you need to be successful—both in- and outsi