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Second Front · 12 hours ago

Director of Customer Support

United States

Full-time

Remote

Director/Executive

$164K/yr - $191K/yr

8+ years exp

Second Front Systems (2F) is seeking an experienced and mission-driven Director of Customer Support to lead and scale our customer support function in support of U.S. national security missions. This role will set the strategy, standards, and operating model for delivering fast, reliable, and empathetic support to customers in high-stakes environments.

Information TechnologyNational SecuritySaaSSecuritySoftware

No H1B

U.S. Citizen Only

Responsibilities

Develop and own the customer support strategy aligned with company goals, customer satisfaction, retention, and long-term engagement

Build, mentor, and lead a team of customer support engineers, fostering a customer-first culture centered on empathy, accountability, and execution

Establish and enforce high standards for clear, consistent, and professional customer communication

Manage complex customer issues and escalations, partnering with Product and Engineering to resolve root causes and prevent recurrence

Design, implement, and continuously improve support workflows to reduce response times and improve customer experience

Define, track, and report on key performance indicators including response times, resolution rates, backlog health, and customer satisfaction

Own workforce planning and resourcing to ensure adequate coverage, skill development, and on-call readiness as the customer base scales

Evaluate, implement, and optimize customer support tools and systems to improve operational efficiency and visibility

Partner cross-functionally with Product, Sales, Engineering, and Mission Success to proactively surface customer feedback and drive product and process improvements

Analyze customer trends and recurring issues to advocate for platform enhancements and operational improvements

Oversee technical support contributions during customer onboarding and deployments, ensuring timely, high-quality execution

Coordinate support resources across multiple concurrent customer projects, balancing priorities and service commitments

Qualification

Customer support strategyTeam leadershipCustomer empathyData-driven mindsetJiraIncident responseDevSecOps exposureTechnical communication

Required

8+ years of experience in customer support, customer success, or a related function, with 5+ years in a people-leadership role

Demonstrated ability to build and scale high-performing support teams in a technology or SaaS environment

Strong customer empathy paired with sound judgment and the ability to resolve complex issues efficiently

Excellent written and verbal communication skills, with the ability to translate technical concepts for diverse audiences

Data-driven mindset with experience using metrics and analytics to improve support operations

Proven ability to operate effectively in fast-paced, ambiguous environments

Experience supporting on-call or incident response rotations

Familiarity with support and engineering tools such as Jira, Git-based workflows, and reporting platforms

This role requires U.S. citizenship due to government contract requirements

Candidates must reside in one of our approved hiring hubs: DC/Maryland/Virginia, Raleigh/Durham/Chapel Hill, NC, Denver/Colorado Springs, CO, Dallas/Fort Worth, TX