Senior Director, Customer Support

About the role

Calendly is seeking a Senior Director of Customer Support to shape and execute the vision for its support function. You will lead a high‑performing team, drive operational excellence, and ensure a world‑class experience for millions of users.

Key responsibilities

• Develop and implement a support strategy aligned with company goals, focusing on satisfaction, retention, and efficiency.
• Lead, mentor and scale support teams across email, chat, phone and in‑app channels.
• Oversee daily operations, ensuring timely resolution and high‑quality interactions.
• Define, monitor and report on metrics such as response time, CSAT, NPS, backlog and escalation rates.
• Partner with Customer Success, Product, Engineering and Sales to champion the customer voice.
• Analyze data and feedback to identify trends, root causes and improvement opportunities.
• Design scalable workflows, tools and knowledge resources.
• Manage budgets, resource planning and vendor relationships.
• Handle escalated issues and critical incidents.
• Drive automation, self‑service and proactive support initiatives.

Required profile

• Bachelor’s degree or equivalent experience.
• 8+ years in customer support or service, with at least 3 years in senior management.
• Proven track record building and scaling support teams in SaaS or fast‑paced tech environments.
• Strong data‑driven decision‑making and operational excellence.

Required skills

• Leadership and people‑management.
• Strategic planning and execution.
• Metrics analysis and reporting.
• Cross‑functional collaboration.
• Process design and optimization.

What we offer

• Opportunity to impact a rapidly growing product used by millions.
• Collaborative environment with top talent.
• Career acceleration and professional growth.