高级总监，客户支持
Senior Director, Customer Support
##### **你能获得什么？**
准备好产生重大影响吗？已有数百万人依赖 Calendly，而我们仍处于激动人心的产品增长阶段——现在正是加入我们的绝佳时机。你在这里所做的每一件事都会加速你的职业发展。如果你希望与你职业生涯中遇到的最优秀的人一起学习、成长，并做出一生中最出色的工作，那么我们希望你能考虑让 Calendly 成为你职业旅程的一部分。
### 岗位概述
**客户支持高级总监** 是一位高级领导者，负责制定并执行客户支持职能的愿景、策略和运营。该职位负责所有客户支持服务的各个方面，确保提供卓越、一致且可扩展的客户体验。高级总监将领导和发展高绩效团队，与客户成功、产品和工程部门进行跨职能合作，并利用数据推动支持流程、客户满意度和运营效率的持续改进。
### 主要职责
- 制定并执行与公司目标一致的客户支持策略，优先考虑客户满意度、留存率和运营卓越性。
- 领导、指导并扩大客户支持团队，培养以协作、问责和持续改进为核心的团队文化。
- 监督所有支持渠道的日常运营，包括邮件、聊天、电话和应用内支持，确保及时解决并保持高质量的互动。
- 建立、监控并报告支持指标和 KPI，如响应时间、CSAT、NPS、工单积压量和升级率。
- 与跨职能团队合作，包括客户成功、产品、工程和销售，代表客户的声音并推动产品和支持体验的改进。
- 分析支持数据和客户反馈，识别趋势、根本原因以及流程或产品改进的机会。
- 设计和优化工作流程、工具和知识资源，以支持客户群的增长。
- 管理培训和发展计划，确保团队成员具备提供优质支持所需的知识和技能。
- 管理支持预算、资源规划和供应商关系。
- 处理升级的客户问题和关键事件，确保及时解决并适当与相关方沟通。
- 跨部门合作
查看英文原文
##### **What’s in it for you?**
Ready to make a serious impact? Millions of people already rely on Calendly, and we’re still in the midst of exciting product growth — it’s a fantastic time to join us. Everything you’ll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you’ve ever worked with, then we hope you’ll consider allowing Calendly to be a part of your professional journey.
### Summary
The **Senior Director, Customer Support** is a senior leader responsible for shaping and executing the vision, strategy, and operations of the customer support function. This individual oversees all aspects of customer support delivery, ensuring an exceptional, consistent, and scalable customer experience. The Senior Director leads and develops high-performing teams, partners cross-functionally with Customer Success, Product, and Engineering, and uses data to drive continual improvement in support processes, customer satisfaction, and operational efficiency.
### Key Responsibilities
- Develop and execute a customer support strategy aligned with company goals, prioritizing customer satisfaction, retention, and operational excellence.
- Lead, mentor, and scale customer support teams, fostering a culture centered on collaboration, accountability, and continuous improvement.
- Oversee daily operations across support channels, including email, chat, phone, and in-app support, ensuring timely resolution and high-quality interactions.
- Establish, monitor, and report on support metrics and KPIs, such as response times, CSAT, NPS, ticket backlog, and escalation rates.
- Collaborate with cross-functional partners, including Customer Success, Product, Engineering, and Sales, to champion the voice of the customer and drive enhancements to the product and support experience.
- Analyze support data and customer feedback to identify trends, root causes, and opportunities for process or product improvement.
- Design and optimize workflows, tools, and knowledge resources to support scalability as the customer base grows.
- Oversee training and development programs, ensuring team members have the knowledge and skills to deliver excellent support.
- Manage support budgets, resource planning, and vendor relationships as needed.
- Handle escalated customer issues and critical incidents, ensuring prompt resolution and appropriate communication with stakeholders.
- Partner cross-functionally to drive initiatives focused on automation, self-service, and proactive support that reduce friction and enhance customer value.
### Required Qualifications
- Bachelor’s degree or equivalent work experience.
- 8+ years of experience in customer support or customer service roles, including 3+ years of people management at the manager, director, or senior director level.
- Proven track record of building, leading, and scaling customer support teams in SaaS, technology, or fast-paced environments.
- Demonstrated success with operational excellence, using metrics, data, and customer insights to inform strategy and improvements.
- Experience with customer support technology platforms, including CRM, ticketing, chat, and analytics tools such as Zendesk, Salesforce Service Cloud, or Intercom.
- Strong leadership, communication, and interpersonal skills, with the ability to inspire and develop teams.
### Preferred Skills and Qualifications
- Advanced degree, such as an MBA, relevant certification, or training in customer experience, contact center management, or operations.
- Experience managing global or distributed teams.
- Change management expertise and a track record of leading through organizational transformation.
- Experience designing or scaling automation and self-service tools, such as knowledge bases and chatbots.
- Familiarity with customer-centric methodologies, including Voice of the Customer, Design Thinking, and Lean or Agile support practices.
- Ability to influence and work cross-functionally to drive business outcomes.
Tier 1 Salary Hiring Range
$207,379—$259,224 USD
Tier 2 Salary Hiring Range
$190,098—$237,622 USD
Tier 3 Salary Hiring Range
$172,816—$216,020 USD
The ranges listed above are the expected annual base salary for this role, subject to change.
Calendly takes a number of factors into consideration when determining an employee’s starting salary, including relevant experience, relevant skills sets, interview performance, location/metropolitan area, and internal pay equity.
Base salary is just one component of Calendly’s total rewards package. All full-time (30 hours/week) employees are also eligible for equity awards, and competitive benefits. Eligible Sales employees also qualify for a Sales Incentive program.
Calendly uses the zip code of an employee’s remote work location, or the onsite building location if hybrid, to determine which metropolitan pay range we use. Current geographic zones are as follows:
- Tier 1: San Francisco, CA, San Jose, CA, New York City, NY
- Tier 2: Chicago, IL, Austin, TX, Denver, CO, Boston, MA, Washington D.C., Philadelphia, PA, Portland, OR, Seattle, WA, Miami, FL, and all other cities in CA.
- Tier 3: All other locations not in Tier 1 or Tier 2
**If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please let your Recruiter know when first connecting with them. Calendly is registered as an employer in many, but not all, states. If you are located in Alaska, Delaware, Hawaii, Idaho, Iowa, Montana, Nebraska, North Dakota, Rhode Island, South Dakota, and West Virginia, you will not be eligible for employment. Note that all individual roles will specify location eligibility.**
**All candidates can find our Candidate Privacy Statement [here](https://docs.google.com/document/d/1UarTnO5b7rIEKowqiyRvw1Zz81mROP7tq-NR7sCmhBM/edit)**
**Candidates residing in California may visit our Notice at Collection for California Candidates here: [Notice at Collection](https://docs.google.com/document/d/1d58_uJ1S0ti5jMlekLhXRswLfJAdw0A6/edit#bookmark=id.gjdgxs)**
This role may require occasional travel for company events, team collaboration, or offsites.