173K–259K USD / year
Senior Director, Customer Support
Customer successWorkplace — unknown
Published on 2026-09-21
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About this role
The Senior Director of Customer Support will shape and execute the vision for the customer support function. This role involves optimizing support operations, leading teams, and collaborating with cross-functional partners to enhance the customer experience.
About the company
Calendly is a scheduling platform that automates meeting booking across calendars, reducing back-and-forth for sales, recruiting, and customer teams.
What you'll do
- Develop and execute customer support strategy
- Lead and mentor customer support teams
- Oversee daily operations across support channels
- Establish and report on support metrics and KPIs
- Analyze support data to identify trends
- Design and optimize workflows for scalability
- Manage support budgets and vendor relationships
- Handle escalated customer issues
What we're looking for
- Bachelor's degree or equivalent experience
- 8+ years in customer support, including 3+ years in management
- Experience in SaaS or fast-paced environments
- Proven track record in operational excellence
- Familiarity with support technology platforms
- Strong leadership and communication skills
Nice to have
- Advanced degree like an MBA
- Experience with global teams
- Change management expertise
- Experience with automation tools
- Knowledge of customer-centric methodologies