Role Overview:
As the Director, Customer Support at XOPS, you will be responsible for building, managing, and optimizing the global L2 support function . Your primary goal will be to drive operational excellence, ensure seamless customer issue resolution, and enhance support processes through automation and best practices. You will collaborate closely with L1, L3, Engineering, Product, and Customer Success teams to deliver an outstanding support experience while maintaining high SLA adherence and efficiency.
Key Responsibilities:Strategic Leadership & Operational Excellence:
• Develop and execute a scalable L2 support strategy aligned with XOPS’ customer experience vision.
• Establish best-in-class support processes for managing technical escalations from L1 to L2 and beyond.
• Define and enforce KPIs and SLAs to measure and improve L2 support performance.
• Drive operational efficiency by implementing AI-driven automation, knowledge base enhancements, and self-service improvements .
• Collaborate with Engineering and Product teams to influence product improvements based on customer insights. Case Management & Escalation Handling:
• Oversee incident management and escalation resolution , ensuring critical cases are handled promptly.
• Implement an effective escalation framework with clear ownership at each stage (L1 → L2 → L3 → Engineering).
• Ensure L2 support engineers are properly trained to resolve issues efficiently before escalating to L3.
• Optimize the handoff process between L2, L3 and Engineering to minimize delays and enhance communication. Team Leadership & Development:
• Build and lead a high-performing global L2 support team , ensuring round-the-clock coverage as needed.
• Foster a culture of accountability, customer obsession, and continuous improvement .
• Provide mentorship, coaching, and career development opportunities for L2 engineers.
• Define and implement a structured onboarding and training program to enhance team capabilities. Collaboration & Stakeholder Engagement:
• Partner with Customer Success, Product, Engineering, and L3 teams to ensure seamless customer issue resolution.
• Work closely with Support Operations to enhance reporting, dashboards, and analytics for data-driven decision-making.
• Develop a proactive feedback loop with Engineering/Product to address recurring technical issues and drive product enhancements. Metrics & Continuous Improvement:
• Define and track key support metrics such as:
• Case containment rate (L2 vs. L3 escalations)
• Time-to-resolution (TTR) & SLA adherence
• Customer satisfaction (CSAT) & response quality
• Escalation rates and patterns
• Use analytics to identify gaps in processes, training, and tooling , and implement continuous improvement initiatives.
Key Qualifications & Experience:
• 10+ years of experience in customer support, technical support, or incident management, with at least 5+ years in a leadership role .
• Proven ability to lead and scale a global L2 support team in a fast-paced SaaS or technology-driven environment.
• Strong understanding of ITIL frameworks, incident management, and escalation handling .
• Hands-on experience with support platforms like DevRev, Zendesk, ServiceNow, Jira, PagerDuty, Gainsight, etc.
• Experience driving automation, AI/ML initiatives, and self-service improvements in support.
• Excellent stakeholder management, communication, and problem-solving skills .
• Ability to collaborate with Engineering, Product, and Success teams to enhance the support experience.
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