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 — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.
We're looking for a Senior Director to lead our Technical Support organization. Reporting to the Chief Revenue Officer, you'll be responsible for how we resolve customer issues, scale support efficiently, and build systems that keep customers confident in the product — even as our platform and customer base grow in complexity.
This is not a traditional support leadership role. We need a technically deep leader who is close to the work, comfortable with APIs and data flows, and capable of building alongside their team. You'll own the day-to-day performance of our support function while also designing the AI-driven systems, workflows, and tooling that will define how support scales over the next several years.
What we value
- Empathy for customers and teammates.
- Clarity and transparency. We communicate openly — whether with customers or colleagues — so expectations are clear and trust is built.
- Bias for action. We move quickly, experiment often, and adapt when things change.
- Operational excellence. We bring structure and rigor to how we work, without overcomplicating or slowing down progress.
- Collaboration over silos. We partner closely with Engineering, Product, Customer Success, and Sales to resolve issues and prevent them from recurring.
- Curiosity and adaptability. We embrace new technology, including AI, and see change as an opportunity to get better.
- Inclusive leadership. We value diverse perspectives, encourage debate, and create space where every team member can grow and thrive.
What you'll do
- Own day-to-day support performance — SLA, resolution time, and customer satisfaction — and the systems, processes, and people that drive those outcomes.
- Design and deploy AI-driven workflows, automation, and tooling that scale Technical Support efficiently, reducing ticket volume and resolution time without simply adding headcount.
- Build scalable support systems — smart routing, prioritization frameworks, escalation paths, self-service programs, and deflection strategies.
- Op