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At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!
As the Director of Customer Support, you will report directly to the Sr. Director - Customer Support. In this role, you will lead the global service delivery operations for our high-volume multi-channel support environment with dedicated, operational accountability for the Tier 2 (T2) and Tier 3 (T3) Support organizations. You will manage a diverse, global team that may include onshore, nearshore, and offshore resources operating in remote and onsite environments. A critical focus of this role will be building and leading the strategic operational relationship with Engineering and Product teams to ensure seamless technical escalation paths and drive continuous product improvement.
Your core responsibilities will include:
- T2 & T3 Support Oversight: Lead advanced technical support delivery, ensuring teams possess the technical bar and problem-solving methodologies required to resolve complex inquiries efficiently.
- Engineering & Product Partnership: Act as the primary conduit between Customer Support and the Product/Engineering organizations. Synthesize technical support data and high-tier escalation trends to influence product cycles, drive bug remediation, and improve system health.
- Operational Performance Management: Manage overall team performance against strict benchmarks, monitoring key metrics such as customer satisfaction (CSAT/NSAT), first contact resolution (FCR), handling times, and resolution rates.
- Escalation Governance: Serve as the definitive escalation point for sensitive, complex, and highly time-critical customer technical issues, safeguarding customer retention and driving quick wins.
- Resource & Staffing Collaboration: Partner closely with Workforce Management (WFM) and Finance to review advanced-tier volume forecasts, matching technical staffing plans to overarching business objectives and service level agreements (SLAs).
- Leadership & Talent Development: Establish objectives, conduct performance evaluations, and provide targeted coaching to people leaders and frontline teams. Partner with the Learning and Enablement Team to design progression programs that scale advanced technical skills and leadership capabilities.
- Strategic Alignment: Communicate department and company goals down through the T2/T3 tiers to foster purpose and cross-functional alignment. Work cross-functionally with Customer Success, Sales, IT, and HR on corporate initiatives.
You are a highly analytical, technically astute, and collaborative leader who thrives at the intersection of customer care, product engineering, and advanced problem-solving. You are passionate about developing technical talent and translating deep product data into actionable service improvements.
Our ideal candidate possesses:
- Experience: A minimum of 5 years of senior leadership experience in a high-volume, multi-channel customer or technical support center.
- SaaS Domain Expertise: Proven history of operating successfully within a SaaS environment, demonstrating a deep understanding of Small and Medium-Sized Businesses (SMBs) and their unique operating verticals.
- Technical Stakeholder Management: Strong experience building highly collaborative partnerships with technical groups, specifically Engineering, Product, and IT, to manage technical roadmaps and escalation processes.
- Advanced Team Leadership: Proven ability to manage people leaders and high-performing technical support resources across multi-site onshore, nearshore, and offshore environments.
- Analytical & Execution Capability: Strong written, verbal, and analytical skills, with a demonstrated ability to independently problem-solve, take initiative, and maintain focus on continuous quality improvements.
- Vendor Management: Experience collaborating with and managing business process outsourcers (BPOs) or vendor delivery partners to balance cost-effectiveness with high-quality service outcomes.
You will be measured on your ability to deliver:
- Technical Resolution Excellence: Maximizing First Contact Resolution (FCR) and Tier 2/3 resolution rates while continuously reducing backlog depth and engineering cycle time for customer-reported issues.
- High-Tier Customer Satisfaction: Achieving outstanding customer satisfaction and health metrics (CSAT/NSAT) for advanced technical support interactions and executive-level escalations.
- Impactful Product Influence: Successfully utilizing technical support data and customer feedback loops to positively affect the product development lifecycle and systematically reduce product friction.
- Operational Efficiency: Meeting or exceeding designated SLAs by aligning advanced technical team capacity with volume fluctuations, managed in sync with corporate cost-per-interaction goals.
- Strong Technical Talent Pipeline: Developing a highly capable, engaged, and retention-focused team of technical support professionals and people leaders with distinct career progression paths.
The deadline to apply for this position is 10/23/26. Thank you!
The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.
Why You’ll Love Us:
- We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
- Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
- You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
- A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.
Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.
Vision6 Pty Limited is an affiliate of Constant Contact, Inc. and a part of the Constant Contact group of brands.
Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [email protected].
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
At Constant Contact, we respect personnel privacy and are committed to protecting the personal information we obtain and maintain from both current, former, and prospective employees. We maintain this Personnel Global Privacy Notice (this “Notice”) in compliance with applicable privacy laws, including the California Consumer Privacy Act (the “CCPA”) and the UK General Data Protection Regulation (collectively, the “Data Protection Laws”). Click here for a full copy of our General Personnel Privacy Notice.
Notice to Recruiters and Staffing Agencies:
Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.
Skills Required
- Minimum 5 years of senior leadership experience in a high-volume, multi-channel customer or technical support center
- Proven experience operating successfully in a SaaS environment
- Deep understanding of small and medium-sized businesses and their operating verticals
- Experience partnering with Engineering, Product, and IT on technical roadmaps and escalation processes
- Experience managing people leaders and technical support teams across multi-site onshore, nearshore, and offshore environments
- Strong written, verbal, analytical, problem-solving, and continuous improvement skills
- Experience collaborating with or managing business process outsourcers or vendor delivery partners
Constant Contact Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Constant Contact and has not been reviewed or approved by Constant Contact.
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Healthcare Strength — Benefits include tiered medical, dental, and vision coverage with the company covering a large share of costs, plus mental health support. Free basic life insurance, supplemental options, and wellness reimbursements further enhance overall healthcare value.
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Parental & Family Support — Policies provide paid parental leave, family medical leave, and inclusive fertility benefits such as IVF and surrogacy alongside adoption assistance. Childcare support like a free Care.com membership further strengthens family-focused offerings.
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Leave & Time Off Breadth — Flexible PTO for salaried employees and accrued PTO for hourly staff are complemented by sick and safe time, bereavement, and paid volunteer hours. Flexible time off is positioned to support work-life balance.
Constant Contact Insights
What We Do
At Constant Contact we empower business owners and nonprofit leaders to follow their passions, grow, and succeed. We deliver success for our customers and our people. Relationships and connection are at the core of everything we do. We connect our customers to the tools they need to grow and succeed. We build strong relationships with our customers so they have a marketing partner they can rely on. And we form connections with each other so that everyone feels included, supported, and heard. We close the gap between what is and what can be through innovation, and we do it all with a deep sense of integrity. When you’re at Constant Contact, you’re connected to people and resources that help you take the next step.
Why Work With Us
This is more than a workplace—it’s a community built on impact, innovation, and connection. We help small businesses thrive, and that purpose drives our team. With exceptional benefits, growth opportunities, and a supportive culture, our people are united by a passion for work that truly matters.
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