Director Customer Success Operations - Remote

Constant Contact • Full-time • Remote (Waltham, Massachusetts, United States) • $0 / year • 1h ago

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner.

Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. As the

Director of Customer Support,

you will report directly to the Sr. Director - Customer Support. In this role, you will lead the global service delivery operations for our high-volume multi-channel support environment with dedicated, operational accountability for the Tier 2 (T2) and Tier 3 (T3) Support organizations. You will manage a diverse, global team that may include onshore, nearshore, and offshore resources operating in remote and onsite environments. A critical focus of this role will be building and leading the strategic operational relationship with Engineering and Product teams to ensure seamless technical escalation paths and drive continuous product improvement. T2 & T3 Support Oversight:

Lead advanced technical support delivery, ensuring teams possess the technical bar and problem-solving methodologies required to resolve complex inquiries efficiently. Engineering & Product Partnership:

Act as the primary conduit between Customer Support and the Product/Engineering organizations. Synthesize technical support data and high-tier escalation trends to influence product cycles, drive bug remediation, and improve system health. Operational Performance Management:

Manage overall team performance against strict benchmarks, monitoring key metrics such as customer satisfaction (CSAT/NSAT), first contact resolution (FCR), handling times, and resolution rates. Serve as the definitive escalation point for sensitive, complex, and highly time-critical customer technical issues, safeguarding customer retention and driving quick wins. Partner closely with Workforce Management (WFM) and Finance to review advanced-tier volume forecasts, matching technical staffing plans to overarching business objectives and service level agreements (SLAs). Establish objectives, conduct performance evaluations, and provide targeted coaching to people leaders and frontline teams. Work cross-functionally with Customer Success, Sales, IT, and HR on corporate initiatives. You are a highly analytical, technically astute, and collaborative leader who thrives at the intersection of customer care, product engineering, and advanced problem-solving. You are passionate about developing technical talent and translating deep product data into actionable service improvements. A minimum of 5 years of senior leadership experience in a high-volume, multi-channel customer or technical support center. Technical Stakeholder Management:

Strong experience building highly collaborative partnerships with technical groups, specifically Engineering, Product, and IT, to manage technical roadmaps and escalation processes. Advanced Team Leadership:

Proven ability to manage people leaders and high-performing technical support resources across multi-site onshore, nearshore, and offshore environments. Analytical & Execution Capability:

Strong written, verbal, and analytical skills, with a demonstrated ability to independently problem-solve, take initiative, and maintain focus on continuous quality improvements. Vendor Management:

Experience collaborating with and managing business process outsourcers (BPOs) or vendor delivery partners to balance cost-effectiveness with high-quality service outcomes. What Does Success Look Like:

Success in this role means establishing a highly efficient, advanced technical support organization that bridges the gap between our customers and our product builders, acting as an engine for customer retention and software quality. Maximizing First Contact Resolution (FCR) and Tier 2/3 resolution rates while continuously reducing backlog depth and engineering cycle time for customer-reported issues. High-Tier Customer Satisfaction:

Achieving outstanding customer satisfaction and health metrics (CSAT/NSAT) for advanced technical support interactions and executive-level escalations. Successfully utilizing technical support data and customer feedback loops to positively affect the product development lifecycle and systematically reduce product friction. Operational Efficiency:

Meeting or exceeding designated SLAs by aligning advanced technical team capacity with volume fluctuations, managed in sync with corporate cost-per-interaction goals. Strong Technical Talent Pipeline:

Developing a highly capable, engaged, and retention-focused team of technical support professionals and people leaders with distinct career progression paths. In addition, some roles may be eligible for additional on target commission pay or bonus. Pay Transparency - All Full Time Employees $We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities. A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues. Application Deadline: 30 days. Vision6 Pty Limited is an affiliate of Constant Contact, Inc. and a part of the Constant Contact group of brands. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [email protected]. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. At Constant Contact, we respect personnel privacy and are committed to protecting the personal information we obtain and maintain from both current, former, and prospective employees. We maintain this Personnel Global Privacy Notice (this “Notice”) in compliance with applicable privacy laws, including the California Consumer Privacy Act (the “CCPA”) and the UK General Data Protection Regulation (collectively, the “Data Protection Laws”). Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team.

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