Director of Customer Support

Coach, captain, and strategist — we need a leader for our Customer Support team, the driving force behind Quinyx’s success. This team turns challenges into successes and delights customers globally. We seek a Director to lead, inspire an international team, and elevate Quinyx’s global support to new heights. High stakes, rapid pace, and significant opportunities to make a lasting impact. The Role Are you a visionary leader passionate about creating world-class customer experiences? We’re looking for a Director of Customer Support to lead and inspire our global team of over 20 talented individuals. You’ll shape the future of our support organisation — building strategy, driving innovation, and empowering teams to deliver exceptional outcomes for customers around the world. This is your opportunity to scale a high-impact function, harness modern technology and data, and make a lasting mark on how we serve our growing community. We would like you to be in the office min 4 days per week. What You’ll Be Doing - Strategic Leadership & Vision - Define and execute the global support strategy aligned with company growth and customer success goals. - - Evolve the support organisation into a proactive, customer-centric, data-driven team. - - Anticipate future customer needs and ensure the support function is evolving to meet the demands of a dynamic SaaS environment. - - Align support strategy with broader company initiatives across product adoption, customer retention, and expansion. - Team Management & Development - Lead, inspire, and grow a high-performing, geographically distributed support team. - - Design and implement training, development, and career path programs to attract and retain top talent. - - Build a culture of accountability, continuous improvement, and collaboration. - - Foster diversity, equity, and inclusion in hiring, coaching, and team-building practices. - Operational Excellence - Implement scalable processes and workflows to support a growing and diverse customer base. - - Develop and track KPIs and SLAs to measure support effectiveness, customer satisfaction, and operational efficiency. - - Drive process improvements based on analytics, feedback, and evolving customer needs. - - Establish tiering models and escalation protocols that balance speed, quality, and cost-effectiveness at scale. - - Technology & Tools - Lead the selection, implementation, and optimization of modern support technologies, including ticketing systems (e.g., Zendesk, Freshdesk), live chat platforms (e.g., Intercom, Drift), and CRM integrations (e.g., Salesforce Service Cloud). - Drive automation strategies using AI and machine learning, such as: - Intelligent ticket routing based on sentiment, priority, and agent skillset. - - AI-powered chatbots to deflect common inquiries. - - Predictive analytics to identify at-risk accounts from support signals. - - Automated knowledge base suggestions and proactive content surfacing. - - Voice of the Customer analytics, including AI sentiment analysis across channels. - Explore opportunities to implement Generative AI to scale support—such as auto-summarising tickets, improving response tone, or dynamically creating macro responses. - - Evaluate ROI and adoption of all tooling decisions, ensuring tech investments drive measurable outcomes in resolution time, CSAT, and efficiency. - Customer Advocacy & Cross-Functional Collaboration - Act as the voice of the customer within the organisation, partnering with Product, Engineering, and Customer Success to drive improvements. - - Collaborate on product feedback loops, root cause analysis, and support enablement initiatives. - - Represent Support in executive-level discussions, providing insight into trends, risks, and customer impact. - - Partner with Marketing and Product teams to align customer communication and documentation strategies with support trends and knowledge gaps. - What we’re looking for You’re an experienced customer support leader who knows how to build and scale a modern support function. You bring deep expertise in SaaS B2B support operations, a passion for leveraging data and technology, and a people-first approach to leadership. You’re comfortable working in a fast-paced, high-growth environment where customer experience and operational excellence are closely aligned. We think you’ll thrive in this role if you have: - Extensive experience in customer support, including several years in leadership roles, with a proven track record of leading successful teams and operations. - - A playbook for building an efficient support function for a technical and complex SaaS solution (experience outside of SaaS or tech won’t be considered). - - Strong command of modern support tools, automation, knowledge bases, and analytics platforms. - - Exceptional people leadership and coaching skills, with success in developing high-performing, engaged teams. - - An analytical mindset and ability to use data and metrics to drive strategy, optimise performance, and improve customer outcomes. - - Excellent communication and stakeholder management skills, with experience collaborating across Product, Engineering, and Customer Success. - - A clear bias for action and a strong ability to go from plan to action. - - Skilled in growing and managing global teams, ensuring consistent quality and strong engagement. If you also have the following, we consider it a plus: - Experience leading large-scale support transformations (e.g., AI/ML integrations, digital support strategies or tiering models). - - Familiarity with ITIL practices, CSAT/NPS methodologies, and support maturity frameworks. - - Experience integrating support into broader customer lifecycle programs such as onboarding, renewals, and success planning. Why Quinyx? Quinyx is a global company with 300+ employees across 9 different countries. Together, we represent over 40 nationalities and a wide range of backgrounds. We are on a truly exciting journey where we today serve over 800 customers across the world in a wide selection of industries. We were recently named the best AI-powered workforce management solution in 2025 and are proud of our modern platform that helps create a better work-life for over a million frontline heroes. But we are only getting started At Quinyx, you’ll find: - A truly international team with colleagues from all over the world ? - - A flexible work culture ? - - Opportunities to grow, take ownership, and make a real impact ? - - An open, inclusive, and fun environment where your ideas matter ? -