Customer Support Director

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 optimisation 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

What we offer

• Flexible work hours.
• Enhanced vacation allowance, gym membership contribution, health insurance and a pension plan.
• On-market pay.
• A role where you can truly have an impact and build the next generation of customer support.

How to apply & Our process

Ready to join the team? Submit your application below, and we'll be in touch as soon as possible. We're excited to hear from you

This is what our hiring process looks like:

• Fill out an application. We love to hear about the real you
• Get invited to complete our psychometric and objective assessments through Alva Labs.
• Screening call with our Talent team
• Meet the Hiring Manager
• Case Presentation (in the office)
• Final interview (if needed)
• References & background checks

Quinyx is an equal opportunity employer

We celebrate diversity and are committed to creating an inclusive environment for all employees—no matter your background, identity, or experience.

Join us on our journey to make work, just work