Director, Customer Support - Identity Management

Key Deliverables:

• Lead and manage a technical support team to provide exceptional customer support
• Design and develop onboarding programs for new team members
• Own team performance, KPIs, and drive improvements through data-driven experimentation
• Deliver product feedback to reduce inbound contact rates and resolution times

Role Responsibilities:

• Ensure the team has the tools and resources needed to support customers effectively
• Collaborate with support leadership to refine operating processes
• Communicate effectively with executive leadership on goals and priorities
• Manage support practices and ensure adherence to SLAs across the team