Director Customer Support

About Functionize At Functionize, we are late stage Series A startup that is redefining software testing through our Agentic Automation Platform, delivering next-generation AI-driven test automation for enterprise applications. Our technology enables organizations to accelerate software delivery, increase test coverage, and reduce maintenance efforts. As we continue to scale, we are looking for a Director of Customer Support who is deeply technical, customer-focused, and hands-on—someone who understands the complexities of test automation and can lead a world-class support organization. Role Overview As the Director of Customer Support, you will lead our global support team, ensuring exceptional customer experience for enterprise clients leveraging Functionize’s AI-driven test automation platform. This role demands technical expertise, deep knowledge of test automation, and a hands-on approach to solving customer challenges. You will be responsible for defining support strategy, processes, and tools while fostering a culture of customer advocacy, operational excellence, and continuous improvement. This is a player-coach role, requiring direct involvement in complex escalations, working closely with engineering, product, and customer success teams to drive issue resolution and customer satisfaction. Key Responsibilities Leadership & Strategy • Build, scale, and lead the global Customer Support organization, ensuring efficient operations and high customer satisfaction. • Develop and implement support frameworks, processes, and best practices for scalable, high-quality customer interactions. • Define and track KPIs, SLAs, and CSAT/NPS metrics, ensuring continuous improvement. • Establish a customer-first culture, focusing on proactive support and reducing escalations. • Drive the evolution of self-service resources, documentation, and knowledge base articles. Technical Expertise & Hands-on Problem Solving • Provide hands-on technical leadership for troubleshooting complex customer issues, particularly around test automation, CI/CD pipelines, and integrations. • Serve as an escalation point for critical customer issues, working directly with engineering and product teams to resolve problems. • Ensure the team is equipped to diagnose, replicate, and resolve issues related to test automation frameworks, cloud infrastructure, and enterprise application integrations. • Develop and maintain runbooks, root cause analysis processes, and post-mortem reviews for major incidents. Customer & Stakeholder Engagement • Act as a trusted advisor to enterprise customers, helping them optimize their Functionize implementations • Work closely with Customer Success, Sales, and Engineering teams to drive customer adoption, retention, and satisfaction. • Own the incident management and communication process, ensuring transparency and timely updates for customers. • Advocate for customers internally, influencing product roadmap based on real-world support insights. Team Development & Enablement • Recruit, mentor, and retain top-tier support engineers with strong backgrounds in test automation and enterprise software. • Define training programs to continuously upskill the support team in Functionize’s platform, debugging techniques, and automation best practices. • Foster a culture of collaboration, innovation, and technical excellence. Requirements & Qualifications Must-Have Skills & Experience • Prior Start-up experience in building and managing high-performance Support teams • 10+ years of experience in Customer Support or Technical Support leadership roles, with at least 5 years in a senior leadership capacity. • Strong background in test automation, with hands-on experience in tools like Functionize, Selenium, Cypress, Playwright, or similar. • Technical expertise in debugging automation frameworks, API testing, CI/CD integrations, and enterprise testing strategies. • Prior experience supporting enterprise customers in a SaaS or cloud-based software environment. • Deep understanding of AI-driven automation, software development lifecycle (SDLC), and DevOps principles. • Strong leadership and team-building skills, with a proven ability to scale support organizations globally. • Excellent communication and stakeholder management skills, with experience interacting with C-level executives and enterprise clients. • Experience with support tooling, including Zendesk, Jira, Confluence, and monitoring/logging solutions. • Demonstrated ability to drive continuous improvement and implement automation in support processes. Preferred Qualifications • Experience in AI-powered test automation or similar intelligent testing solutions. • Technical degree (CS, Engineering, or related field) or equivalent experience. • Experience working with global teams across multiple time zones. What We Offer • Competitive salary and performance-based bonus. • Opportunity to shape the future of test automation support in an AI-driven company. • Flexible, remote-friendly work environment. • Growth opportunities in a rapidly scaling company. • Collaborative and innovative culture. Apply Job!