Director, Customer Support

Attentive® is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. We’re the only marketing platform that combines powerful technology with human expertise to build authentic customer relationships. By unifying SMS, RCS, email, and push notifications, our AI-powered personalization engine delivers bespoke experiences that drive performance, revenue, and loyalty through real-time behavioral insights. Recognized as the #1 provider in SMS Marketing by G2, Attentive partners with more than 8,000 customers across 70+ industries. Leading global brands like Crate and Barrel, Urban Outfitters, and Carter’s work with us to enable billions of interactions that power tens of billions in revenue for our customers. With a distributed global workforce and employee hubs in New York City, San Francisco, London, and Sydney, Attentive’s team has been consistently recognized for its performance and culture. We’re proud to be included in Deloitte’s Fast 500 (four years running!), LinkedIn’s Top Startups , Forbes’ Cloud 100 (five years running!), Inc.’s Best Workplaces , and the Human Rights Campaign Foundation's Corporate Equality Index ! About the Role Attentive's customers use our platform to run digital and in-store marketing programs that are critical to the revenue of their brands, and they notice immediately when something is wrong. Support is where the product meets the customer under pressure. We are hiring a Director of Support to own how that experience is delivered: the leadership team, the operating model, the budget, and the service commitments we make to customers. You’ll inherit a functioning support organization with a strong foundation: three support tiers, clearly defined standards, and established SLOs. We’re looking for a Support Operations leader with deep expertise in tooling and automation. AI is already deployed across deflection, agent assist, and quality management, while offshore partners support a growing share of operations. The next chapter requires a leader who can define Support’s commitments, integrate its people and technology, and set the direction for the organization’s continued evolution. Concretely, you’ll lead the Support management team across the US, UK, and Australia; define the operating model and quality bar; own the budget and capacity plan; design a premium support offering from the ground up; and serve as the decision-maker for the company and our customers when Support needs to make a call. This is a strategic operator role. You won’t be building automations or working the queue, you’ll determine what Support is accountable for, what it should cost, and how it can scale without headcount growing in proportion to volume. What You’ll Accomplish Lead the management team. Manage Support Managers and the Team Lead structure across US, UK, and Australia. Hire, develop, and hold a high standard for the people who lead the team day to day. Own the operating model. Set the target state for tier design (L1/L2/L3), what stays stateside versus offshore, regional coverage, and peak-period operations. Sequence the transition and hold the team to it. Manage offshore and partner capacity. Decide what work is delivered by partner teams versus stateside, how the teams work together, and how quality and SLO parity are maintained across both. Run the partner performance cadence, with Revenue Strategy & Operations supporting contracting and vendor management. Manage budget and capacity. Own the headcount model, BPO spend, and tooling spend. Build a cost and capacity model that ties staffing to volume and SLO attainment and is used for annual planning. Set the quality bar. Own the KPI and SLO framework, the QA program, and performance standards by tier. Accountable for CSAT, SLO attainment, and resolution trends. Own customer-facing commitments. Design and launch a premium/enterprise support offering with tier-based SLAs Support can cons