Director, Consumer ; Customer Support

Position: Director, Consumer Support (Customer Support)
The
** Director, Consumer Support*
* ** r
* * ole is accountable for operating a high-performing, global support organization that delivers a trusted, member-first experience across every interaction. The role drives operational excellence by optimizing Zendesk workflows, self-service, and intelligent automation to improve speed, consistency, and cost-to-serve—without compromising empathy or quality. As the voice of the member, this position translates support insights into cross-functional action, influencing Product, Tech, and Compliance to remove friction and resolve systemic issues.

The role establishes strong governance for policies, credits, and escalations to ensure fair, consistent decisioning and risk-aware outcomes. Through clear metrics, quality programs, and continuous improvement, the position increases satisfaction, reduces repeat contact, and strengthens member trust globally.##
**** Drive Operational Excellence Through Zendesk, AI, and Automation:
**** Own the support tooling ecosystem and automation roadmap to improve speed, consistency, deflection, and cost-to-serve while preserving an empathy-first experience.##
**** Champion the Member Experience Through Voice-of-the-Member Insights and Cross-Functional Influence:
**** Serve as the internal advocate for members by turning support signals into prioritized improvements and partnering across teams to remove friction and resolve root causes.
**** Qualifications** -*
* **** Detailed

Job Duties:

** (
* typical monthly, weekly, daily tasks which support the primary objectives*)
*** Own the Zendesk ecosystem end-to-end (administration, workflows, routing, automations, SLAs, taxonomy, reporting, integrations).
* Define and execute the AI and automation roadmap (bots, guided flows, self-service, knowledge content) to increase deflection and reduce manual intervention.
* Drive KPI ownership and optimization (CSAT, SLA, backlog/aging, FCR, AHT, reopen, escalations, deflection, cost-to-serve).
* Lead change management for tooling and workflow releases to ensure adoption and measurable impact.

- **** Champion the Member Experience Through Voice-of-the-Member Insights and Cross-Functional Influence***
* * Serve as the internal champion for the member experience; influence Product, Engineering, Compliance, Operations to remove friction and resolve systemic issues.  
* Create and maintain a “voice of the member” insights engine; deliver executive-ready reporting and translate themes into prioritized actions.  
* Drive continuous improvement based on contact drivers, feedback, and root-cause analysis to strengthen trust and satisfaction.

Successful performance in this role is demonstrated by a consistently strong, trusted consumer support experience delivered through a high-performing global team and a scalable operating model. Support operations run with measurable rigor—Zendesk workflows, self-service, and automation drive faster resolution, higher deflection, and improved cost-to-serve while maintaining empathy and quality. Member experience improvements are clearly visible through rising CSAT/FCR, healthier backlog and SLA performance, reduced escalations, and faster escalation resolution times.

The function operates as the “voice of the member,” translating contact drivers and feedback into prioritized, cross-functional fixes that reduce repeat contacts and support volume from systemic product issues. Policy, credit, and compensation decisions are fair, consistent, well-documented, and measurable, with strong governance and compliance across global markets. Overall, Consumer Support is recognized as a strategic partner that strengthens trust, reduces friction, and drives continuous improvement across the busines
** s.
****** The MUST Haves:** (
* ex: job cannot be done without these skills, education, experience, certifications, licenses*)
*** Bachelor’s degree or equivalent practical experience in Business, Communications, Operations, Analytics, or a related field.
* Eight or more (8+) years of experience in customer/member support, service operations, or customer experience, with three or more (3+) years in senior people leadership (leading…