Senior Director / Vice President, Customer Support @Elation

Overview

The role of Senior Director / Vice President, Customer Support at Elation involves enhancing customer service as a strategic aspect of product excellence. The individual will own the system that captures and resolves support cases, driving both immediate service quality and long-term prevention through product influence.

Key Responsibilities

• Drive operational excellence and service delivery by owning SLA and case-resolution performance.
• Build a high-functioning support system and team that exemplifies exceptional customer service standards.
• Design and audit the QA framework for AI-assisted case resolution.
• Continuously optimize case triage, routing, and escalation systems.
• Establish business operating procedures for product support resolution.
• Report performance metrics to the CPO and leadership.
• Redefine support hiring profiles toward more technical standards.
• Manage and develop Support Managers and instill a high-performance culture.
• Own training and onboarding infrastructure for new hires.
• Own the case-to-roadmap feedback loop to prevent future cases.
• Collaborate with Product Leadership on roadmap prioritization.
• Engineer systems for scale by analyzing the full case journey and optimizing throughput, quality, and efficiency.

Requirements

• 7+ years of experience in building/scaling technical support organizations or 5+ years in consumer product services at software/SaaS companies.
• Proven track record of running functions against SLAs and improving them.
• Deep people management experience with strong teams and culture development.
• Experience building support career ladders and leveling frameworks.
• Deep technical credibility and systems thinking.
• Data-driven with the ability to translate metrics into actionable insights.
• Experience partnering with Product and Engineering leadership.
• Lean Six Sigma or Process Engineering experience is a plus.

Benefits

Salary range is $180,000-250,000.

Location

Remote (US)

How to Apply

To apply, please submit your application through the provided channel.

Deadline

No specific deadline stated.