[Hiring] Director of Customer Support @Attentive

Role Description

Attentive's customers use our platform to run digital and in-store marketing programs that are critical to the revenue of their brands, and they notice immediately when something is wrong. Support is where the product meets the customer under pressure. We are hiring a Director of Support to own how that experience is delivered: the leadership team, the operating model, the budget, and the service commitments we make to customers.

You’ll inherit a functioning support organization with a strong foundation:

• Three support tiers
• Clearly defined standards
• Established SLOs

We’re looking for a Support Operations leader with deep expertise in tooling and automation. AI is already deployed across deflection, agent assist, and quality management, while offshore partners support a growing share of operations.

The next chapter requires a leader who can define Support’s commitments, integrate its people and technology, and set the direction for the organization’s continued evolution.

Concretely, you’ll:

• Lead the Support management team across the US, UK, and Australia
• Define the operating model and quality bar
• Own the budget and capacity plan
• Design a premium support offering from the ground up
• Serve as the decision-maker for the company and our customers when Support needs to make a call

This is a strategic operator role. You won’t be building automations or working the queue; you’ll determine what Support is accountable for, what it should cost, and how it can scale without headcount growing in proportion to volume.

Qualifications

• Experience leading a B2B SaaS support or CX organization through a meaningful change in how work is delivered
• Several years of experience managing managers and developing strong leaders
• Experience managing a support budget and building capacity models that inform staffing decisions
• A track record of holding clear scope boundaries with internal stakeholders while offering workable alternatives
• Experience running support for a data- or integration-heavy product
• Experience deploying AI in a support context
• Experience working alongside a strong, technical operations leader

Requirements

• Manage Support Managers and the Team Lead structure across US, UK, and Australia
• Own the operating model
• Manage offshore and partner capacity
• Manage budget and capacity
• Set the quality bar
• Own customer-facing commitments
• Establish Support Engineering as a discipline
• Be the senior escalation point
• Partner across the company

Benefits

• Competitive perks and benefits, from health & wellness to equity

Company Description

Attentive® is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. We’re the only marketing platform that combines powerful technology with human expertise to build authentic customer relationships.

• Recognized as the #1 provider in SMS Marketing by G2
• Partners with more than 8,000 customers across 70+ industries
• Leading global brands like Crate and Barrel, Urban Outfitters, and Carter’s work with us
• Distributed global workforce with employee hubs in New York City, San Francisco, London, and Sydney
• Consistently recognized for performance and culture