Sr. Director of Support

Who is Aiwyn and what do we do?

Aiwyn is transforming the way accounting firms streamline the entire revenue management lifecycle. Backed by top-tier investors (Bessemer, KKR & Revolution), we’re one of the fastest-growing scale-up software companies globally—delivering innovative technology and consistently raising the bar with world-class people, processes, and products.

To learn more, visit our website

This role:

We are hiring for a Senior Director of Support to define and execute the strategy for our customer support function. This leader will be responsible for evolving our support operations, implementing best-in-class tools and processes, and ensuring we deliver exceptional customer experiences at scale. This leader will be a part of creating a customer first mindset, not just on the support team, but cross-functionally, raising support trends to product and amplifying customer feedback with the VP of Success. 

• Develop and execute the Support strategy to enhance our customer experience as we scale. We need to provide enterprise level support - this role will decide what we do that needs to scale, and what we need to do that won’t, and strive to achieve that balance
• Expand support channels by building out phone and live chat capabilities while optimizing our existing email support with our Director of Support
• Lead and grow the Support team, ensuring they have the tools, training, and structure needed to succeed
• Establish and track key support metrics (e.g., response times, CSAT, resolution times) and drive continuous improvement
• Collaborate cross-functionally with Product, Engineering, Customer Success, and Sales to improve customer outcomes and reduce support ticket volume
• Implement scalable processes and automation to enhance efficiency and streamline support operations
• Select and implement support technologies (e.g., ticketing systems, chat tools, IVR, knowledge base) to enable a seamless omnichannel experience
• Develop a Culture of Coaching, focused on effective communication and customer outcomes

• 8+ years of experience in Customer Support, Technical Support, or Customer Success, with at least 3+ years in a Support leadership role at a B2B SaaS company.
• Proven experience scaling a support function, including launching live support channels (phone/chat).
• Strong operational mindset with a track record of implementing scalable support processes.
• Experience with customer support tools and technologies (e.g., Zendesk, Intercom, Salesforce Service Cloud, or similar).
• Data-driven approach with experience tracking and optimizing key support metrics.
• Excellent leadership and communication skills, with the ability to collaborate across teams.
• A passion for delivering exceptional customer experiences and driving team success.

• The big-picture value proposition of this role is simple: join us, and you'll be paid competitively to have freedom in solving worthwhile, challenging problems alongside other A-players at a fast growing SaaS startup led by an experienced and successful co-founding team with industry experience.

• Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls.
• Remote, work-from-anywhere culture
• Flexible PTO
• World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support.
• Stock options - every Full Time Employee has ownership in Aiwyn's future and success.
• 401(k) matching

• Trust - We champion transparency, welcome differing perspectives, uphold accountability, and trust that others have good intentions
• Courage - We have the courage to take calculated risks and embrace change, knowing what worked in the past won’t always work in the future
• Impact - Rooted in determination and innovation, we chase extraordinary outcomes and impactful results
• Relentlessness - We approach challenges with an unwavering resolve, never settling for mediocrity, and always striving to surpass expectations

• About us
• Why Aiwyn
• YouTube page

Aiwyn is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Candidate information will be treated in accordance with our CCPA privacy notice which can be found here: https://www.aiwyn.ai/ccpa