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.