Director, Customer Support

About the Role:
CloudZero is seeking an experienced and strategic Director of Customer Support to lead and scale our customer support team. This pivotal role will oversee the delivery of exceptional customer experiences, ensuring timely and effective resolution of technical inquiries while driving continuous improvement in processes and performance. The ideal candidate has a proven track record of managing technical support teams, with deep knowledge of cloud technologies, including AWS and Kubernetes, and a passion for building customer-centric operations. 

In this role, you’ll have the unique opportunity to shape the future of customer support in a fast-growing company that’s revolutionizing cloud cost management. If you're excited about creating impactful solutions, fostering an innovative team culture, and empowering customers to succeed, we’d love to have you join our mission-driven team!

Responsibilities:

• Develop and execute a strategic vision for the Customer Support function, aligning with CloudZero's mission and goals.
• Lead, mentor, and grow a high-performing support team, fostering a culture of excellence and continuous learning.
• Oversee the resolution of technical issues, ensuring a seamless and timely customer experience across all channels (email, chat, phone).
• Collaborate with customers, internal stakeholders, and cross-functional teams to identify and resolve complex technical challenges.
• Drive improvements in customer satisfaction metrics and reduce time-to-resolution through innovative strategies and tools.
• Build and maintain deep expertise in AWS services, GCP services, Azure services, Kubernetes platforms, and other cloud technologies to guide the team effectively.
• Implement and manage scalable support processes, documentation, and training to support rapid growth and increasing complexity.
• Provide actionable feedback to Product and Engineering teams to enhance functionality, usability, and customer satisfaction.
• Analyze support data to identify trends, predict challenges, and proactively address customer needs.
• Stay ahead of industry trends to ensure CloudZero remains a leader in cloud cost visibility and optimization.

• 10+ years of experience in SaaS technical support, including 4+ years in a leadership role managing teams or departments.
• Strong background in cloud technologies, with extensive experience in AWS services and Kubernetes environments.
• Proven ability to design and implement scalable support frameworks and manage support operations in a fast-paced environment.
• Exceptional communication and interpersonal skills, with the ability to connect with technical and non-technical audiences.
• Proficiency in scripting or programming languages (e.g., Python) is preferred to support advanced troubleshooting and team training.
• Data-driven mindset with experience using metrics to drive performance and strategic decisions.
  Demonstrated success in fostering team growth, enhancing customer satisfaction, and driving operational excellence.
• A continuous learner with a passion for innovation, customer advocacy, and technical problem-solving.

About CloudZero:

Cloud cost management is one of the biggest challenges organizations face today. As cloud adoption continues to accelerate, so do the complexities and costs associated with it — and macroeconomic conditions only increase pressure to prove cloud efficiency. That’s why we built CloudZero: a SaaS platform at the intersection of next-generation cloud cost management and FinOps. CloudZero ingests billing and usage data from all cloud, SaaS, and PaaS providers, organizes it in real time according to our customers’ business structures, lets customers view it at any level of time or resource granularity, and ultimately empowers them to make more informed business decisions.

Since our founding in 2016, our mission has been to make efficient innovation a reality for every cloud-driven organization. At CloudZero, we believe every engineering decision is a buying decision, yet the cost conversation often bypasses the engineers who drive those determinations. To solve this, we’ve built a dynamic, single-page application that answers the complex, data-heavy questions every cloud-based organization needs to ask if they want to grow their company profitably.

To date, we’ve raised over $52 million from leading venture capital firms across the country. We’re solving problems of massive scale, business importance, and complexity in a space that needs it more than ever. We’re growing rapidly and would love for you to be a part of it!

Equal Opportunity Employer
CloudZero is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status or disability status. All job offers are contingent upon the candidate passing background and reference checks.