Director, Customer Support

Own queue health, capacity planning, and predictable delivery. Our volume can be seasonal and unpredictable, and coverage should be planned rather than absorbed.

Stand up the reporting that tells us the truth: resolution time, first-contact resolution, contact rate, backlog health, CSAT, and escalation volume. Make it visible to the team and the exec team, and be accountable for moving it.

Utilize data and cross-platform research to build the true source of truth answers for our customer base, and then organize the entire company around the same answers.

Own contact rate as a first-class metric, then go eliminate the top drivers of volume, whether the fix is documentation, onboarding, a product change, or a hardware revision.

Own our knowledge base and self-service like a product: what's documented, how current it is, how customers find it. It's also the foundation everything AI-driven sits on.

Deploy AI where it genuinely resolves problems, be honest about where it doesn't, and measure it on resolution and satisfaction rather than deflection. Put it in the team's hands as a troubleshooting tool, with judgment about when to trust the output.

Design and own escalation routing across Tier 1, Tier 2, engineering, hardware, meteorology, and account teams. Clear paths, clear ownership, clear SLAs.

You're Tier 3. Be the face of Perry Weather when a situation needs special attention or gets too complex for the team, and personally drive it to resolution.

Own customer communication during incidents and outages, so customers hear from us before they have to ask.

Turn what support sees into a real input to the roadmap. You have the clearest signal in the company on what's broken, confusing, or missing, and you're accountable for turning that into evidence-backed input rather than anecdotes.

Bring recurring escalation themes to engineering, and failure patterns, RMA data, and field learnings to hardware, so the next release and the next device revision are better than the last.

7+ years in customer support or technical support, including real experience leading and developing a team. You've been in the queue yourself, recently enough that it still shows.

Experience with a technically complex product. Hardware-enabled SaaS, IoT, telematics, physical security, or environmental sensing is a strong plus.

Deeply technical for a support leader. You can debug alongside your team, hold your own with engineers, and tell the difference between a configuration problem and a real bug without asking anyone.

A track record of building processes and driving outcomes, not managing tasks. You love documentation and you build systems that outlast you.

Fluent in support data. You can stand up reporting, pick the metrics that matter, and use them to coach rather than to police.

Actively building with AI today, not planning to look into it. You have a point of view on where it resolves problems and where it just adds a layer.

Exceptional in front of customers. We should be able to send you into any account, at any size, on our worst day.

High agency and urgency. You bring proposals instead of waiting for direction, and you close loops without being asked.

Benefits

Casual work environment. We're located in the vibrant Dallas Oak Lawn neighborhood. As a note, our entire team is in office M-F, which allows us to move fast and maintain a standout culture.

Comprehensive benefits. Competitive health insurance plans, 401(k) with employer matching, and a suite of voluntary benefits.

Engaging culture. Monthly All-Hands, fun events like Office Olympics, lunch-and-learns, happy hours, and more.

Grow with us. 80%+ annual growth for five straight years, and the biggest opportunities are still ahead. You'll build a function from the ground up with real visibility and real influence.

The mission is real. Perry Weather exists to make everyone safer outdoors. Every jobsite, high school, and public park is safer because of the work you'll do.