Job Description

Director, Customer Support

Dallas, TX (Hybrid/Remote-Flexible) | Full-Time

Compensation: $165,000 Base + $56,000 Variable Comp

About the Company

Our client is a Dallas-based AIOps company on a mission to transform how enterprise IT teams operate. Their flagship platform combines predictive, causal, and generative AI to autonomously detect, correlate, and resolve IT incidents — shifting organizations from reactive firefighting to self-healing operations. Recognized in two 2025 Gartner Market Guides and named a Fast Mover and Challenger in the GigaOm AIOps Radar, the company serves global enterprises, managed service providers, and communication service providers at scale.

The Opportunity

The company is at a pivotal inflection point. The customer support function is evolving from a ticket-driven model to a proactive, customer-centric approach that owns the full post-sale relationship. This Director will lead that transformation.

You will manage a team of six support professionals, build the processes and culture to drive retention and renewal, and serve as the senior escalation point and customer champion across a portfolio of enterprise accounts. This is not a senior IC role. It is a leadership seat with direct accountability for customer outcomes.

What You’ll Own

• Lead, coach, and develop a six-person customer support team — setting performance standards, managing workloads, and building a culture of ownership and accountability
• Drive the transition from a ticket-driven model to a proactive, customer-centric support organization
• Own the customer relationship post-implementation — serving as the senior point of contact for escalations, executive QBRs, and strategic account conversations
• Partner with Sales to ensure high renewal rates — identifying at-risk accounts early and executing retention strategies
• Establish and report on key support metrics: CSAT, TTR, ticket deflection, NPS, and renewal rate
• Build and refine support processes, playbooks, and tooling to scale the team efficiently
• Collaborate cross-functionally with Product and Engineering to surface customer feedback, advocate for roadmap priorities, and close the loop on recurring issues
• Represent the customer voice internally — ensuring product decisions are informed by real-world usage and pain points

  What We’re Looking For

• 5+ years in customer support, customer success, or technical account management in a B2B SaaS environment — with at least 2 years in a people management role
• Experience managing a support team in an AIOps, observability, ITSM, or adjacent IT operations software company is strongly preferred
• Demonstrated ability to own customer renewals and retention — not just respond to tickets
• Strong technical aptitude — enough to understand complex IT environments, speak credibly with IT Ops and NOC leaders, and translate technical issues into business impact
• Proven ability to build and improve support operations: triage workflows, SLA frameworks, escalation paths, and self-service resources
• Executive presence — comfortable running QBRs, navigating difficult customer conversations, and presenting to senior stakeholders
• Data-driven mindset — you measure what matters and make decisions accordingly
• Experience leading teams through organizational or process change is a plus

  Compensation & Benefits

  Our client offers a competitive total compensation package designed to attract top talent:

• Base Salary: $165,000
• Variable Compensation: $56,000 (performance-based)
• Total Target Compensation: $221,000
• Equity participation in a high-growth AIOps company
• Comprehensive health, dental, and vision benefits
• Flexible work environment — hybrid or remote arrangements considered for the right candidate
• Direct access to and visibility with executive leadership

Benefits Disclosure

Noor Staffing Group works with clients who offer benefit packages that may include medical, dental, vision, 401(k), paid time off, and other benefits. Specific benefit offerings vary by client and position and will be confirmed during the interview process.

Equal Opportunity Employer

Noor Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Physical Requirements

This position is primarily sedentary and may require the ability to sit for extended periods, use a computer and keyboard, and communicate effectively via phone and video conference. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.