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!