Director, Customer Support RingCX

 Say hello to opportunities.

It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. 

RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

This is where you and your skills come in. We are seeking an experienced Director of Customer Support to lead and scale our Support Engineering organization. You'll drive organizational excellence while ensuring exceptional customer experiences that increase satisfaction and retention. You'll build high-performing teams, develop scalable processes, and partner across the organization to deliver world-class support.

To succeed in this role you must have experience in:

• Lead and motivate multiple teams of Support Engineers and their managers to exceed performance expectations

• Mentor Support Engineers and strengthen their leadership capabilities

• Design scalable processes and frameworks that enhance efficiency and operational excellence

• Build strategic relationships across Product, Engineering, Sales, and other key stakeholders

• Establish KPIs and drive data-driven decision making to optimize team performance and customer satisfaction

• Develop customer experience strategies that improve satisfaction and drive retention

• Communicate priorities and strategic initiatives across all organizational levels

• Lead organizational transformation and guide teams through growth and change

• Recognize business needs and develop support solutions that contribute to company objectives

Desired Qualifications:

• Leadership Experience: 8+ years in Technical Support with 7+ years managing people in customer-facing environments (5+ years in Technical Support management/director roles preferred)

• Technical Background: Strong foundation in technical contact center support, engineering, or related technical disciplines with deep understanding of complex technical troubleshooting, system integrations, and enterprise software solutions

• AI Integration Experience: Knowledge of implementing AI tools and automation in support organizations, including chatbots, knowledge management systems, and process optimization

• Strategic Thinking: Proven ability to develop and execute organizational vision with measurable results

• Cross-Functional Collaboration: Experience working with diverse teams across technology organizations

• Communication Skills: Outstanding verbal and written communication with executive-level presentation abilities

• Analytical Skills: Strong problem-solving capabilities with expertise in data analytics and operational metrics

• Talent Development: Track record of attracting, developing, and retaining top talent

• Executive Presence: Ability to communicate effectively with executives, customers, and stakeholders at all levels

• Self-motivated leader with ability to drive immediate impact while building long-term capabilities

What we offer:  

• Comprehensive medical, dental, vision, disability, life insurance

• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits

• Voluntary supplemental health coverage and life insurance

• 401K match and ESPP

• Paid time off and paid sick leave

• Paid parental and pregnancy leave 

• Family-forming benefits (IVF, Preservation, Adoption etc.)

• Emergency backup care (Child/Adult/Pets)

• Employee Assistance Program (EAP) with counseling sessions available 24/7

• Free legal services that provide legal advice, document creation and estate planning

• Employee b