[Hiring] Director of Customer Support @AssetWatch, Inc.

Role Description

The Director of Customer Support builds, scales, and leads AssetWatch's support organization, delivering fast, technically excellent help to manufacturing customers. This leader directs 20 or more support managers, team leads, and engineers across time zones, drives down resolution times, and embeds AI-powered tooling.

The Director will also lead the reorganization of support into two specialized teams:

• Tier 1 for the inbound queue and live calls
• Tier 2 for deeper, project-managed work, including root-cause resolution of chronic hardware issues

The team focuses on hardware support, and its work directly influences product uptime in the field.

Qualifications

• 8+ years in customer or technical support, including B2B SaaS or hardware-enabled SaaS
• 4+ years in director-level leadership managing 15+ people across multiple supervisory levels
• 2+ years directly accountable for SLA, CSAT, or quality metrics
• 3+ years in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar technical B2B sectors strongly preferred
• Proven track record building high-performing support organizations, recruiting, developing leaders, and creating accountability
• 2+ years leading remote, shift-based, or follow-the-sun teams
• Comfort with diagnostics, data analytics, and AI in support workflows
• Strong background in well-structured operations and running processes that handle incoming work reliably
• Preferred hardware or technical background
• Experience building new structures while keeping operations stable

Requirements

• Lead the Tier 1 and Tier 2 support teams through the reorganization
• Create clear performance standards and hold teams accountable to them through regular quality reviews and coaching
• Build performance metrics and frameworks for individuals and teams
• Co-own the annual operating plan and headcount planning
• Set annual and quarterly support goals that cascade into team and individual objectives
• Define the team operating model, including span of control, shift coverage, and staffing levels
• Run a leadership development program for Team Leads and Managers
• Own support quality and customer effort
• Lead escalations for Sev 1 incidents and strategic accounts
• Maintain visibility into at-risk tickets, outages, and field hardware or sensor failures
• Reduce recurring hardware issues by leading root-cause investigations
• Design processes, playbooks, and SOPs
• Evolve the support tech stack and integrate it with CS, sales, and product systems
• Lead AI integration: 100% tool adoption and 20%+ agent productivity gain within 18 months
• Serve as the primary liaison between support and Product and Engineering
• Present quarterly support health metrics to executives
• Partner with Customer Success, Sales, Product, Engineering, and Operations
• Lead support strategy for Mexico and Latin America

Benefits

• Competitive compensation package including stock options
• Flexible work schedule
• Comprehensive benefits including retirement plan match
• Opportunity to make a real impact every day
• Work with a dynamic and growing team
• Unlimited PTO