About the Role:
CloudZero is seeking an experienced and strategic Director of Customer Support to lead and scale our customer support team. This pivotal role will oversee the delivery of exceptional customer experiences, ensuring timely and effective resolution of technical inquiries while driving continuous improvement in processes and performance. The ideal candidate has a proven track record of managing technical support teams, with deep knowledge of cloud technologies, including AWS and Kubernetes, and a passion for building customer-centric operations.

In this role, you’ll have the unique opportunity to shape the future of customer support in a fast-growing company that’s revolutionizing cloud cost management. If you're excited about creating impactful solutions, fostering an innovative team culture, and empowering customers to succeed, we’d love to have you join our mission-driven team!

Responsibilities:

• Develop and execute a strategic vision for the Customer Support function, aligning with CloudZero's mission and goals.
• Lead, mentor, and grow a high-performing support team, fostering a culture of excellence and continuous learning.
• Oversee the resolution of technical issues, ensuring a seamless and timely customer experience across all channels (email, chat, phone).
• Collaborate with customers, internal stakeholders, and cross-functional teams to identify and resolve complex technical challenges.
• Drive improvements in customer satisfaction metrics and reduce time-to-resolution through innovative strategies and tools.
• Build and maintain deep expertise in AWS services, GCP services, Azure services, Kubernetes platforms, and other cloud technologies to guide the team effectively.
• Implement and manage scalable support processes, documentation, and training to support rapid growth and increasing complexity.
• Provide actionable feedback to Product and Engineering teams to enhance functionality, usability, and customer satisfaction.
• Analyze support data to identify trends, predict challenges, and proactively address customer needs.
• Stay ahead of industry trends to ensure CloudZero remains a leader in cloud cost visibility and optimization.