Arbetsbeskrivning

Coach, captain, and strategist — we need a leader for our Customer Support team, the driving force behind Quinyx’s success. This team turns challenges into successes and delights customers globally. We seek a Director to lead, inspire an international team, and elevate Quinyx’s global support to new heights. High stakes, rapid pace, and significant opportunities to make a lasting impact.

The Role

Are you a visionary leader passionate about creating world-class customer experiences? We’re looking for a Director of Customer Support to lead and inspire our global team of over 20 talented individuals. You’ll shape the future of our support organisation — building strategy, driving innovation, and empowering teams to deliver exceptional outcomes for customers around the world. This is your opportunity to scale a high-impact function, harness modern technology and data, and make a lasting mark on how we serve our growing community.

We would like you to be in the office min 4 days per week.

What You’ll Be Doing

• Strategic Leadership & Vision
• Define and execute the global support strategy aligned with company growth and customer success goals.
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• Evolve the support organisation into a proactive, customer-centric, data-driven team.
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• Anticipate future customer needs and ensure the support function is evolving to meet the demands of a dynamic SaaS environment.
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• Align support strategy with broader company initiatives across product adoption, customer retention, and expansion.
• Team Management & Development
• Lead, inspire, and grow a high-performing, geographically distributed support team.
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• Design and implement training, development, and career path programs to attract and retain top talent.
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• Build a culture of accountability, continuous improvement, and collaboration.
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• Foster diversity, equity, and inclusion in hiring, coaching, and team-building practices.
• Operational Excellence
• Implement scalable processes and workflows to support a growing and diverse customer base.
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• Develop and track KPIs and SLAs to measure support effectiveness, customer satisfaction, and operational efficiency.
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• Drive process improvements based on analytics, feedback, and evolving customer needs.
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• Establish tiering models and escalation protocols that balance speed, quality, and cost-effectiveness at scale.
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• Technology & Tools
• Lead the selection, implementation, and optimization of modern support technologies, including ticketing systems (e.g., Zendesk, Freshdesk), live chat platforms (e.g., Intercom, Drift), and CRM integrations (e.g., Salesforce Service Cloud).
• Drive automation strategies using AI and machine learning, such as:
• Intelligent ticket routing based on sentiment, priority, and agent skillset.
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• AI-powered chatbots to deflect common inquiries.
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• Predictive analytics to identify at-risk accounts from support signals.
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• Automated knowledge base suggestions and proactive content surfacing.
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• Voice of the Customer analytics, including AI sentiment analysis across channels.
• Explore opportunities to implement Generative AI to scale support—such as auto-summarising tickets, improving response tone, or dynamically creating macro responses.
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• Evaluate ROI and adoption of all tooling decisions, ensuring tech investments drive measurable outcomes in resolution time, CSAT, and efficiency.
• Customer Advocacy & Cross-Functional Collaboration
• Act as the voice of the customer within the organisation, partnering with Product, Engineering, and Customer Success to drive improvements.
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• Collaborate on product feedback loops, root cause analysis, and support enablement initiatives.
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• Represent Support in executive-level discussions, providing insight into trends, risks, and customer impact.
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• Partner with Marketing and Product teams to align customer communication and documentation strategies with support trends and knowledge gaps.
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What we’re looking for

You’re an experienced customer support leader who knows how to build and scale a modern support function. You bring deep expertise in SaaS B2B support operations, a passion for leveraging data and technology, and a people-first approach to leadership. You’re comfortable working in a fast-paced, high-growth environment where customer experience and operational excellence are closely aligned.

We think you’ll thrive in this role if you have:

• Extensive experience in customer support, including several years in leadership roles, with a proven track record of leading successful teams and operations.
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• A playbook for building an efficient support function for a technical and complex SaaS solution (experience outside of SaaS or tech won’t be considered).
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• Strong command of modern support tools, automation, knowledge bases, and analytics platforms.
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• Exceptional people leadership and coaching skills, with success in developing high-performing, engaged teams.
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• An analytical mindset and ability to use data and metrics to drive strategy, optimise performance, and improve customer outcomes.
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• Excellent communication and stakeholder management skills, with experience collaborating across Product, Engineering, and Customer Success.
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• A clear bias for action and a strong ability to go from plan to action.
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• Skilled in growing and managing global teams, ensuring consistent quality and strong engagement.

If you also have the following, we consider it a plus:

• Experience leading large-scale support transformations (e.g., AI/ML integrations, digital support strategies or tiering models).
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• Familiarity with ITIL practices, CSAT/NPS methodologies, and support maturity frameworks.
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• Experience integrating support into broader customer lifecycle programs such as onboarding, renewals, and success planning.

Why Quinyx?

Quinyx is a global company with 300+ employees across 9 different countries. Together, we represent over 40 nationalities and a wide range of backgrounds. We are on a truly exciting journey where we today serve over 800 customers across the world in a wide selection of industries. We were recently named the best AI-powered workforce management solution in 2025 and are proud of our modern platform that helps create a better work-life for over a million frontline heroes. But we are only getting started!

At Quinyx, you’ll find:

• A truly international team with colleagues from all over the world 🌍
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• A flexible work culture 🧘
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• Opportunities to grow, take ownership, and make a real impact 📈
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• An open, inclusive, and fun environment where your ideas matter 💡
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