Director of SaaS Customer Support Operations & Automation

About the role

We are looking for a seasoned Director to lead and scale a customer support organization for a complex, mission‑critical SaaS platform that modernises public transportation. This remote, full‑time position focuses on supporting paying SaaS customers, not on implementation or managed services.

Key responsibilities

• Own the end‑to‑end support function for a multi‑product SaaS suite.
• Lead, mentor and develop a team of ~11 professionals, including support managers and specialists.
• Design and implement scalable ticketing, prioritisation, severity and communication processes.
• Drive operational change across people, processes, tools and workflows.
• Identify bottlenecks and introduce data‑driven improvements to efficiency and consistency.
• Develop playbooks, documentation standards and internal operating procedures.
• Lead AI and automation adoption, expanding Intercom AI capabilities and self‑service options.

Required profile

• Extensive experience leading customer‑facing support teams in a SaaS environment.
• Proven track record of rebuilding support operations and scaling teams.
• Hands‑on leadership style with ability to assess complex environments and implement measurable improvements.
• Strong collaboration skills with Product, Engineering and senior leadership.

Required skills

• Intercom
• AI‑driven support workflows
• Automation tools