Director of SaaS Customer Support Operations & Automation

About the role

We are looking for a seasoned Director to lead and scale our SaaS Customer Support organization. This remote, contract position will oversee a team of support managers and specialists, driving operational excellence for mission‑critical transit software used by public agencies.

Key responsibilities

• Own the end‑to‑end support function for a complex SaaS product.
• Lead, mentor, and develop 3 support managers and 8‑9 specialists.
• Design and implement scalable ticketing, prioritization, and escalation processes.
• Drive operational change across people, processes, tools, and workflows.
• Introduce automation and AI‑driven workflows, expanding Intercom AI capabilities.
• Collaborate with Product, Engineering, and Leadership to resolve technical issues and improve the customer experience.

Required profile

• Extensive experience leading customer‑facing support teams in a SaaS environment.
• Proven track record of rebuilding support operations and delivering measurable improvements.
• Hands‑on leadership style with the ability to assess complex environments and implement scalable solutions.
• Strong collaboration skills with cross‑functional product and engineering teams.

Required skills

• Intercom (AI and automation features)

What we offer

• Remote work flexibility.
• Opportunity to shape a high‑impact support organization.
• Competitive contract compensation.