Director of Customer Support

Director Of Customer Support

At Leads Online, we bridge the gap between technology and justice, empowering law enforcement agencies with cutting-edge solutions to close cases and serve their communities. This is a senior leadership role at the center of that mission: ensuring that every agency we serve—from a rural detective running a first search to a national program correlating ballistic evidence across borders—fully realizes the value of the tools they've invested in.

Everything we do is grounded in our core values of Service, Energy, Ownership, and People, and we're looking for a leader who embodies them.

The Director of Customer Support is a senior leadership position that is responsible for shaping and executing the global strategy for Customer Support orting directly to the Chief Commercial Officer (CCO), this role oversees a broad portfolio of services including customer care, user onboarding, technical support, training elements, communications, and quality assurance. The primary goal is to deliver exceptional customer experience, drive operational excellence, and enhance revenue retention across all regions.

As Leads Online transitions further toward a subscription-based SaaS model, the Customer Support function plays a pivotal role in supporting this evolution. The Director will lead a global team and collaborate closely with Sales, Marketing, Product Development, and other key stakeholders to ensure the Customer Support portfolio delivers measurable business value and aligns with market needs. This position is located in our Corporate Office in Plano, TX.

Strategic Leadership

• Develop and execute the global Customer Support strategy, ensuring alignment with business goals and market trends
• Partner with Sales and Marketing to define and position Customer Support offerings that drive growth and customer value
• Contribute to go-to-market strategies and support demand generation initiatives for customer solutions

Operational Excellence

• Lead Customer Support teams across North America, Europe, Africa, and Asia, including Technical Support, Deployment, Security, Training, and QA functions
• Monitor customer feedback and industry best practices to continuously improve service delivery and product support
• Ensure consistency in service quality and operational standards across all regions

Customer Experience & Retention

• Champion a customer-first mindset and ensure high levels of satisfaction and engagement
• Manage escalations and serve as a trusted advisor to senior customer stakeholders
• Build and maintain strong relationships with key customer decision-makers

Team & Talent Development

• Attract, retain, and develop top talent across the Customer Support organization
• Foster a culture of innovation, collaboration, and accountability
• Mentor and coach team members, ensuring optimal staffing and utilization

Performance & Financial Management

• Define and track KPIs to measure service effectiveness and customer outcomes
• Manage budgets, forecasts, and resource planning to support strategic objectives
• Provide input into the company's strategic plan and annual operating budget

Leadership Competencies

• Strategic Thinking – Anticipates future trends and translates them into actionable strategies.
• Customer Focus – Builds strong relationships and delivers customer-centric solutions.
• Innovation – Encourages creativity and continuous improvement.
• Collaboration – Works effectively across teams and functions.
• Talent Development – Invests in people and builds high-performing teams.
• Results Orientation – Delivers consistent outcomes under pressure.
• Accountability – Holds self and others to high standards of performance.
• Trust & Integrity – Builds credibility through honesty and authenticity.
• Decision-Making – Makes timely, data-driven…