Director of Customer Support

Director of Customer Support

Location: Cary, North Carolina
Company: Videndum
Department: Customer Support / Sales
Employment Type: Full-Time
Work Arrangement: Hybrid
Reports To: VP of Sales

Videndum is an international group serving customers across the image capture and content creation market
. We manufacture and distribute technically advanced products that give broadcasters, film studios, video production companies, and independent content creators confidence in the equipment they rely on to capture and share world-class content.

Our people are key to our future and are our number one priority. They make the difference not only through what they do, but how they do it
.

We are seeking an experienced Director of Customer Support to lead the global technical support experience across Videndum brands, including SmallHD, Teradek, and Wooden Camera
.

This is a hands-on leadership role responsible for setting the standards for how customers receive technical support, developing and leading a high-performing global team, and ensuring consistent service quality across regions and brands.

Success in this role means customers receive accurate technical help quickly
, complex issues are escalated effectively, recurring problems are addressed at the root cause, and support performance consistently meets a high global standard.

• Lead and develop the global technical support organization across multiple brands, regions, and time zones.

• Establish clear support structures, escalation paths, staffing models, and coverage expectations.

• Recruit, develop, coach, and retain high-performing technical support leaders and team members.

• Build a culture of accountability, coaching, technical excellence, and customer-first problem solving
  .

• Ensure support teams maintain consistent standards regardless of location, brand, or customer segment.

• Stay close enough to day-to-day support activity to understand customer pain points, operational challenges, and opportunities for improvement.

• Define and maintain support-level targets for response time, resolution time, escalation quality, and overall customer experience.

• Hold teams accountable to service expectations without compromising the quality or technical accuracy of the support provided.

• Establish consistent processes and standards for handling technical issues, customer escalations, and complex product problems.

• Ensure customers receive clear, accurate, and timely communication throughout the support process.

• Partner with internal teams to improve the overall post-sale customer experience across Videndum brands.

• Establish and maintain standard work across customer support processes.

• Drive continuous improvement across support operations, workflows, tools, and team practices.

• Use structured root-cause analysis to identify and address recurring customer and product issues.

• Partner with Product and Engineering teams to communicate field trends, recurring failures, and customer feedback.

• Identify opportunities to reduce unnecessary work, improve productivity, and streamline support processes.

• Help ensure lessons learned from customer issues are translated into product, process, and documentation improvements.

• Establish, track, and report key customer support metrics, including:

  • Customer satisfaction

  • First-contact resolution

  • Initial response time

  • Resolution time

  • Escalation quality

  • Support backlog

  • Team productivity and capacity

• Use data and trends to identify performance gaps and prioritize operational improvements and investments.

• Develop regular…