Director of Product Support

Position:
Director of Product Support

Company:
Carefeed

Location:
United States, Chicago, IL

Employment type:
Not specified

Work Arrangement:
Hybrid

Short Summary:
Carefeed is looking for an experienced leader for our customer-facing technical support team. You'll be responsible for leading our team of client support specialists, shaping the processes and tools the team needs to be successful, and providing our clients with an outstanding level of service.

Responsibilities:
- Lead and grow the team
- Hire, coach, and develop a team of client support specialists
- Raise the technical bar — troubleshooting method, log reading, reproduction steps, ticket quality
- Create a culture of ownership and empathy
- Own client support and its SLAs
- Define and hold the team to KPIs: first response time, time to resolution, first-contact resolution, backlog age, reopen rate, and CSAT
- Own the support workflow end to end
- Build reporting that gives company leadership a clear view of support health, defect trends, and at-risk accounts
- Own escalations and production incidents
- Bridge support and engineering during production issues
- Scale self-service and internal expertise

Requirement:
- 7+ years in technical support, support engineering, or customer-facing engineering at a B2B SaaS company, including 3+ years managing a team
- Proven track record building or scaling a support function
- Strong technical depth: ability to read application and API logs, reason through integration failures, write SQL
- Experience inside or directly alongside an engineering organization
- Demonstrated ability to turn support signal into shipped product change

Benefits:
- Comprehensive medical, dental, and vision insurance
- 401(k) plan
- Paid vacation, sick time, and company-paid holidays
- A culture that values growth and development