This is a senior, hands-on Customer Support leadership role for a fast-growing Saas AND VSaas company headquartered in Downtown Dallas. You'll own the global customer support function end-to-end, leading day-to-day operations, managing escalations, and scaling people, process, and tooling as the platform and customer base grow. This role is fully onsite and highly visible across Product, Engineering, Cloud Ops, and Customer Success.
This is not a "keep-the-lights-on" support role. You'll be building and shaping a modern, enterprise-grade support organization from the ground up, with direct influence on product quality, roadmap decisions, and customer retention. Support is viewed as a strategic function here, not a cost center, and this role sits at the intersection of technology, customer experience, and leadership. You'll work closely with distributed teams across the US and India in a fast moving, high growth environment where your impact is immediately visible.
Required Skills & Experience - 7-10+ years leading customer support teams for SaaS platforms
- Experience supporting enterprise and mid-market customers in production environments
- Proven escalation management experience with executive-level stakeholders
- Strong cross-functional experience working with Product, Engineering, and Operations
- Demonstrated ability to build, scale, and mature support teams and processes
- Experience defining SLAs, escalation models, and tiered support structures
- Strong analytical and reporting skills using support metrics
- Excellent written and verbal communication skills
- Experience working with globally distributed teams
Desired Skills & Experience - Experience supporting VSaaS, video platforms, or data-heavy SaaS products
- Familiarity with cloud-native architectures and operational concepts
- Hands-on technical troubleshooting experience (logs, integrations, platform behavior, light hardware issues)
- Startup or high-growth company background
- Exposure to security, compliance, or regulated environments
- Partner or channel support experience
- Background in Customer Success or Professional Services
What You Will Be Doing Tech Breakdown
- 40% - SaaS / Cloud Platforms
- 20% - Support & Ticketing Systems (Zendesk, Jira Service Management, ServiceNow, similar)
- 15% - Cloud & Infrastructure Concepts
- 15% - Video / VSaaS / Data-Intensive Platforms
- 10% - Hardware, Install, & Deployment Support
Daily Responsibilities
The Offer - Bonus OR Commission eligible
You will receive the following benefits:
- Medical, Dental, and Vision Insurance
- Vacation Time
- Stock Options
Applicants must be currently authorized to work in the US on a full-time basis now and in the future.
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