Director of Customer Support

Athos Commerce enables ecommerce and digital marketing teams greater control over how their products are found, merchandised, and sold—on-site and across all digital marketing channels. Our tools span AI-powered search, personalized recommendations, smart merchandising, optimized product data syndication, A/B Testing and marketplace/social commerce performance.

We help brands grow with sharper visibility, higher conversion, and less friction. Backed by PSG Equity and supported by a global team across North America, Europe, and APAC, we are building practical, powerful tools for the next era of commerce. Athos Commerce unites shopper intent and product visibility across every touchpoint.

• Customer-focused leader who sets a high standard for service quality and responsiveness.
• Hands-on operator who can build structure, accountability, and consistency across a global support organization.
• Strong people leader who develops teams and raises technical capabilities.
• Data-driven decision maker who uses support metrics to identify opportunities and improve performance.
• Collaborative partner who works effectively across technical and customer-facing teams.
• Calm and decisive leader who can navigate complex customer escalations.
• Forward-thinking and practical in applying AI and automation to improve the customer experience.

In this role, you will lead Athos Commerce’s global Customer Support function and establish a consistent standard of support excellence across regions. You will work closely with Engineering, Product, Customer Success, Professional Services, and Implementation to improve response and resolution times, strengthen technical support capabilities, and ensure escalations move smoothly across teams. You will own support service levels, processes, performance reporting, team development, and continuous improvement initiatives. You will play a key role in creating a scalable support organization that strengthens customer trust and satisfaction as Athos grows.

• Build and maintain a responsive, consistent global support operation.
• Establish service levels across support queues and create clear accountability for frontline support teams.
• Develop effective escalation processes that move customer issues quickly to the appropriate teams.
• Track and report support KPIs to the Senior Leadership Team, including response times, resolution times, escalations, and customer satisfaction.
• Partner with Engineering, Product, Customer Success, Professional Services, and Implementation to resolve complex customer issues.
• Increase the technical capability of the support team through coaching, training, and development.
• Develop playbooks, training materials, knowledge resources, and processes that improve support quality and consistency.
• Apply AI-assisted workflows to improve support speed and accuracy while maintaining appropriate human oversight and customer trust.
• Identify opportunities to improve support processes, tooling, and automation as the organization scales.
• Coordinate closely with Professional Services to ensure smooth implementation-to-support handoffs and a consistent post-launch customer experience.

• Leadership experience in customer support, technical support, or a similar function within a B2B SaaS company.
• Experience building, scaling, or improving global support operations.
• Demonstrated experience leading and developing customer or technical support teams.
• Experience establishing and managing SLAs, support queues, escalation processes, and performance standards.
• Strong technical aptitude with the ability to understand complex customer issues and develop technical capabilities within a team.
• Experience managing cross-functional escalations involving Engineering, Product, Customer Success, or Professional Services.
• Strong understanding of support KPIs and experience using data to improve team and operational performance.
• Practical understanding of AI-enabled support workflows and automation.
• Excellent customer communication, judgment, and leadership skills.
• Experience supporting ecommerce or commerce technology products is a plus.