Senior Director, Customer Support

SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an experienced Senior Director of Customer Support to lead and scale our global support organization. This role is responsible for overseeing a multi-tiered support model, including a BPO partner delivering Tier 1 support, an in-house Enterprise Support team, and a Tier 3 Technical Support organization.

The ideal candidate brings strong operational leadership, deep experience managing outsourced support partnerships, and a passion for delivering exceptional customer experiences at scale.This role is accountable for operational performance, customer satisfaction, and continuous improvement of support systems and processes.

SOCi expects to pay a base salary in the range of $180,000 - $210,000 USD base plus bonuses. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.  

Who We Are

SOCi is redefining how multi-location enterprises achieve local and AI search visibility with the world’s first agentic workforce. Built specifically for distributed brands, SOCi’s brand-trained agents are guided by a unified visibility engine that autonomously executes and optimizes local marketing work across AI search, GEO ecosystems, social, and reviews — ensuring every location is visible, discoverable, and growing in today’s geo-driven landscape. Trusted by leading brands like Ford, Ace Hardware, and Liberty Tax, and recognized by Fast Company as one of the World’s Most Innovative Companies, SOCi transforms marketing from software you manage into work that gets done — intelligently, consistently, and at scale.

How You’ll Make an Impact

Support Strategy & Leadership

• Define and execute a comprehensive customer support strategy across Tier 1 (BPO), Tier 2 (Enterprise), and Tier 3 (Technical Support).
• Build a high-performing, customer-centric support organization aligned with company goals and growth.
• Establish KPIs, SLAs, and performance frameworks to ensure consistent, high-quality support delivery.

BPO Partner Management (Tier 1)

• Own the relationship with the BPO partner delivering Tier 1 support.
• Drive accountability for performance metrics including CSAT, response/resolution times, and quality assurance.
• Partner with vendor leadership to optimize staffing, training, and operational efficiency.
• Implement continuous improvement processes to enhance customer experience and reduce escalations.

Enterprise Support Leadership (Tier 2)

• Lead the Enterprise Support team responsible for high-value and strategic customers.
• Ensure white-glove service delivery, proactive engagement, and strong customer advocacy.
• Partner closely with Customer Success, Sales, and Account Management teams to support retention and expansion.

Tier 3 / Technical Support Oversight

• Oversee Tier 3 support handling complex technical issues, escalations, and root cause analysis.
• Collaborate with Engineering and Product teams to drive issue resolution and long-term fixes.
• Ensure effective knowledge transfer between Tier 3 and upstream support tiers.

Operational Excellence

• Design scalable processes, tools, and workflows across all support tiers.
• Leverage data and analytics to identify trends, improve efficiency, and reduce ticket volume.
• Drive adoption of self-service, automation, and AI where appropriate.

Cross-Functional Collaboration

• Act as the voice of the customer internally, influencing Product, Engineering, and Go-To-Market teams.
• Partner with Product to improve product quality and reduce support burden.
• Collaborate with RevOps and Customer Success Operations teams on tooling, reporting, and process alignment.

Team Development