[Hiring] Director of Customer Support @AssetWatch

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

• Measurable gains in CSAT, SLA compliance, resolution time, and first contact resolution
• Executive presence with C-suite audiences, especially during severe incidents
• Data-driven, with the ability to turn metrics into operational decisions
• A change agent who thrives under pressure and actively improves processes
• A talent developer who builds advancement paths
• Understands manufacturing operations, IoT sensors, and asset-intensive industries
• Collaborative, influencing across Product, Engineering, and Customer Success without direct authority
• Results-oriented, with high ethical standards

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

Company Description

AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – to build the future of predictive maintenance.