Senior Director, Customer Support

About the role

Calendly is a scheduling software used by millions, and this role owns the vision, strategy, and operations of the customer support function. The Senior Director leads and develops high performing teams and partners cross functionally with Customer Success, Product, and Engineering to drive a scalable, exceptional support experience.

What you'll do

• Develop and execute a customer support strategy aligned with company goals to drive customer satisfaction and operational excellence.
• Lead, mentor, and scale customer support teams across channels, fostering collaboration, accountability, and continuous improvement.
• Oversee daily operations across email, chat, phone, and in app support, ensuring timely resolution and high quality interactions.
• Establish, monitor, and report on key metrics and KPIs, and use data to identify trends and drive process or product improvements.
• Collaborate with cross functional partners including Customer Success, Product, Engineering, and Sales to champion the voice of the customer and drive enhancements to the product and the support experience.

What they're looking for

• Bachelor’s degree or equivalent work experience; 8+ years in customer support or customer service, with 3+ years of people management at director level.
• Proven track record of building, leading, and scaling SaaS or technology customer support teams in fast paced environments.
• Experience with customer support technology platforms, including CRM, ticketing, and analytics tools such as Zendesk, Salesforce Service Cloud, or Intercom.
• Strong leadership, communication, and interpersonal skills with the ability to inspire and develop teams.
• Experience managing global or distributed teams and a background in using data and metrics to inform strategy.

For applicants in Nigeria

• Remote role; the listing does not state a Nigeria specific eligibility, but note there are US state restrictions mentioned; confirm eligibility during interview.
• The listing does not state a timezone requirement; confirm before interviewing.
• Full-time employment is stated and equity awards are available; contractor status is not specified; confirm.
• Compensation is listed in USD with tiered ranges tied to location; verify currency and applicable tier for Nigeria.
• The listing notes some visa/work authorization considerations exist for certain regions but provides no Nigeria guidance; confirm during interview.