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← Calendly

Senior Director, Customer Support

Calendly
Location
Remote
Posted
20 days ago
Department
Customer Experience
What they actually want (must-haves)
  • Bachelor’s degree or equivalent work experience
  • 8+ years of experience in customer support or customer service roles
  • 3+ years of people management experience at the manager, director, or senior director level
  • Proven track record of building, leading, and scaling customer support teams in SaaS or technology environments
  • Demonstrated success with operational excellence using metrics and customer insights
  • Experience with customer support technology platforms like Zendesk, Salesforce Service Cloud, or Intercom
Nice to have
  • Advanced degree, such as an MBA
  • Experience managing global or distributed teams
  • Change management expertise
  • Experience designing or scaling automation and self-service tools
  • Familiarity with customer-centric methodologies like Voice of the Customer or Design Thinking
What the job really is

The Senior Director, Customer Support at Calendly is responsible for shaping and executing the customer support strategy while overseeing all aspects of support delivery. This role involves leading and developing teams, collaborating with cross-functional partners, and using data to enhance customer satisfaction and operational efficiency. Daily tasks include managing support operations, analyzing metrics, and driving initiatives for process improvement and automation.

Benefits
  • Equity awards
  • Competitive benefits
  • Sales Incentive program for eligible Sales employees
Things to weigh
  • Salary ranges provided are broad and depend on various factors including location and experience
  • Role may require occasional travel for company events or team collaboration
  • Certain states are not eligible for employment with Calendly
Job score3/5
Benefits2/5
Freshness4/5
Career value4/5
Role clarity5/5
Pay transparency0/5

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