Senior Director, Technical Support Americas at Customer.io

About Us

Hi, my name is John S, CRO at Customer.io, and I am looking to hire a Senior Director, Technical Support. Over 7,500 companies, from scrappy startups to global brands, utilize our platform to send billions of emails, push notifications, in-app messages, and SMS daily. Customer.io powers automated communication that people genuinely want to receive. We empower teams to send smarter, more relevant messages by leveraging real-time behavioral data.

We are seeking a Senior Director to lead our Technical Support organization. Reporting directly to the Chief Revenue Officer, you will be responsible for overseeing customer issue resolution, efficiently scaling support operations, and building systems that foster customer confidence in our product, even as our platform and customer base grow in complexity. This role goes beyond traditional support leadership; we require a technically profound leader who is deeply involved in the work, comfortable with APIs and data flows, and capable of building solutions alongside their team. You will manage the day-to-day performance of our support function while also designing the AI-driven systems, workflows, and tooling that will shape how our support scales over the coming years.

What We Value

• Empathy for customers and teammates.
• Clarity and Transparency: We communicate openly, with both customers and colleagues, to ensure clear expectations and build trust.
• Bias for Action: We move swiftly, experiment frequently, and adapt readily to change.
• Operational Excellence: We apply structure and rigor to our processes without overcomplicating or hindering progress.
• Collaboration over Silos: We partner closely with Engineering, Product, Customer Success, and Sales to resolve issues and prevent their recurrence.
• Curiosity and Adaptability: We embrace new technologies, including AI, viewing change as an opportunity for improvement.
• Inclusive Leadership: We value diverse perspectives, encourage constructive debate, and cultivate an environment where every team member can grow and thrive.

What You'll Do

• Take ownership of day-to-day support performance, including SLA adherence, resolution time, and customer satisfaction, along with the systems, processes, and people driving these outcomes.
• Design and deploy AI-driven workflows, automation, and tooling to efficiently scale Technical Support, aiming to reduce ticket volume and resolution time without merely increasing headcount.
• Develop scalable support systems, including intelligent routing, prioritization frameworks, clear escalation paths, robust self-service programs, and effective deflection strategies.
• Act as a genuine partner to Engineering and Product teams, conducting root cause analyses on recurring issues, participating actively in incident response, and translating customer pain points into actionable product feedback that influences the roadmap.
• Step in directly to manage high-severity and high-impact escalations when necessary, building trust with technical stakeholders on the customer side.
• Lead and develop a team of managers and senior individual contributors, providing coaching through complex challenges and maintaining a high standard for technical quality.
• Collaborate with Customer Success and Sales on critical accounts where support plays a pivotal role in customer retention or expansion.

What We're Looking For

• Over 10 years of experience in Technical Support or related technical customer-facing roles, with at least 5 years in senior leadership (Director/Senior Director) positions.
• Profound technical fluency, comfortable with understanding and debugging APIs, integrations, data flows, event pipelines, and complex customer architectures.
• Hands-on experience with AI and automation within a support context, including ticket triage, automated resolution workflows, tooling, and integrations, demonstrating a proven track record of building these systems, not just familiarity.
• Proven ability to efficiently scale a technical support function, with a strategic mindset focused on improving quality and speed without solely relying on increased headcount.
• A strong track record of cross-functional partnership with Engineering and Product teams, effectively influencing the product roadmap through data-driven customer insights rather than just escalations.
• Experience in building and managing robust escalation frameworks, incident response processes, and self-service programs that enhance customer confidence at scale.
• Strong operational acumen, capable of implementing structure, metrics, and playbooks without impeding execution speed.
• A natural builder and coach who develops strong technical leaders, remains deeply involved in the work, and leads with credibility.

Why You'll Love This Role

• Technical Ownership: Lead a critical function where your deep technical expertise can directly build systems that scale effectively.
• AI-First Opportunity: Play a key role in shaping how AI and automation will transform Technical Support within a fast-moving company that values experimentation.
• Strategic Partnership: Work directly with Engineering and Product to influence how our platform continuously improves for customers.
• Impact at Scale: Own the support experience for over 7,500 companies, impacting billions of messages sent daily.

Compensation & Benefits

We believe in transparency. The salary range for this role is $200,000 - $220,000 USD (or equivalent in local currency), depending on experience and subject to market rate adjustment. We recognize that our people are our greatest asset and are committed to their well-being. Our inclusive benefits package supports your health and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks of paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

Our Process

Our hiring process is transparent and human-centered, designed to help both you and us make an informed decision:

• 30-minute video-call with Recruiter
• 30-minute video-call with Hiring Manager
• 3 x 30-minute interviews with potential team members (Chief People Officer, CFO, and Chief of Staff - Revenue)
• 60-minute Case Study + Review Call

All final candidates will be required to complete a background check and employment verifications as part of our pre-employment process. Customer.io acknowledges the profound impact of systemic injustice on diverse communities. We are committed to leveraging our influence to enhance inclusion and equity within the tech industry. We strive to cultivate an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact. Zoom is our exclusive video conferencing platform; virtual interviews will be conducted using video capabilities (not via chat), and offers will be extended in writing on official Customer.io letterhead. Please remain vigilant in all your job search activities, and for any questions, contact [email protected].

Join Us!

Visit our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and a touch of awkwardness. If you are excited by what you have read, apply now.