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Black Duck Software
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Director, Customer Support

Director, Customer Support

Black Duck Software

12 - 17 years

25 - 30 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

career development product engineering strategic planning customer support application security continuous improvement stakeholder management open source operations customer interaction

Work Mode

Work from Office

Job Type

Full Time

Job Description

As the

Director of Customer Support

at Black Duck, you will lead the strategic and operational direction of our regional support organization. You will be responsible for delivering a world-class support experience across multiple channels and products, ensuring every customer interaction is fast, empathetic, and value driven. This role is pivotal in driving customer satisfaction, retention, and long-term product success.

You will oversee a growing team of support engineers and managers, build scalable processes, and collaborate cross-functionally to support Black Duck s expanding customer base and product suite in APAC.

Key Responsibilities

Define and execute the long-term vision and roadmap for Customer Support in APAC.
Develop a scalable, resilient 24x7 support strategy across chat, email, and in-app channels.
Collaborate with Sales, Product, Engineering, and Success teams to align support efforts with business goals.
Lead hiring, onboarding, and enablement for support teams in the region.
Lead initiatives focused on contact reduction and SLA optimization.
Champion a customer-first culture and represent the voice of the customer in internal forums.
Analyze support trends to proactively address product pain points and improve usability.
Partner with Product and Engineering to influence roadmaps and prioritize fixes based on support data.
Leverage automation, AI, and self-service tools to enhance support efficiency and scalability.
Drive tooling and process improvements to enhance team productivity and customer outcomes.
Represent Customer Support in leadership meetings and strategic planning sessions.
Build a high performing, engaged support organization through coaching and career development.

Qualifications

12+ years of experience in B2B SaaS customer support leadership, with 5+ years in senior roles.
Proven success in building and scaling global 24x7 multi-channel support operations.
Strong familiarity with support platforms and automation tools.
Experience in driving continuous improvement initiatives and support transformation.
Strong stakeholder management and cross-functional collaboration skills.
Technical acumen to lead support teams and engage with engineering on complex issues.
Comfortable operating in a high-growth, fast-paced environment with a hands-on approach.

Aptitudes

Customer-obsessed mindset with a proactive approach to problem-solving.
Skilled collaborator across Sales, Product, Engineering, and Operations.
Track record of building high-performance teams and developing leadership talent.
Commercial mindset with the ability to align support strategy with business outcomes.
High integrity, resilience, and adaptability in dynamic environments.

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Black Duck Software

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Director, Customer Support