# Director, Customer Support at Attentive

- Company: Attentive
- What the company does: Learn more about Attentive—the SMS and email platform that brings your customer interactions to life with advanced AI. Backed by Sequoia and Sapphire.
- Company website: https://attentivemobile.com/
- Type: Startups
- Level: Principal and up
- Location: United States
- Work setup: On-site
- Pay: $155K to $175K base salary per year (USD)
- Posted: 2026-09-15
- Apply by: 2026-10-30
- Apply: https://job-boards.greenhouse.io/attentive/jobs/4376219009
- Page: https://www.1752.vc/careers/jobs/attentive-director-customer-support/

## About the role

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.

## What they're looking for

- 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 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
- Establish Support Engineering as a discipline. Define the leadership model, technical bar, career path, and relationship with Engineering for our Level 3 team
- Be the senior escalation point. For customers, CS leadership, and the executive team. Own the CS incident-management program at the program level

Tags: Customer Success