Director, Customer Support RingCX

Say hello to opportunities.

It's not everyday that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.

RingSense AI is our proprietary AI solution. It's designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

This is where you and your skills come in. We are seeking an experienced Director of Customer Support to lead and scale our Support Engineering organization. You'll drive organizational excellence while ensuring exceptional customer experiences that increase satisfaction and retention. You'll build high-performing teams, develop scalable processes, and partner across the organization to deliver world-class support.

• Lead and motivate multiple teams of Support Engineers and their managers to exceed performance expectations

• Mentor Support Engineers and strengthen their leadership capabilities

• Design scalable processes and frameworks that enhance efficiency and operational excellence

• Build strategic relationships across Product, Engineering, Sales, and other key stakeholders

• Establish KPIs and drive data-driven decision making to optimize team performance and customer satisfaction

• Develop customer experience strategies that improve satisfaction and drive retention

• Communicate priorities and strategic initiatives across all organizational levels

• Lead organizational transformation and guide teams through growth and change

• Recognize business needs and develop support solutions that contribute to company objectives

• Leadership Experience: 8+ years in Technical Support with 7+ years managing people in customer-facing environments (5+ years in Technical Support management/director roles preferred)

• Technical Background: Strong foundation in technical contact center support, engineering, or related technical disciplines with deep understanding of complex technical troubleshooting, system integrations, and enterprise software solutions

• AI Integration Experience: Knowledge of implementing AI tools and automation in support organizations, including chatbots, knowledge management systems, and process optimization

• Strategic Thinking: Proven ability to develop and execute organizational vision with measurable results

• Cross-Functional Collaboration: Experience working with diverse teams across technology organizations

• Communication Skills: Outstanding verbal and written communication with executive-level presentation abilities

• Analytical Skills: Strong problem-solving capabilities with expertise in data analytics and operational metrics

• Talent Development: Track record of attracting, developing, and retaining top talent

• Executive Presence: Ability to communicate effectively with executives, customers, and stakeholders at all levels

• Self-motivated leader with ability to drive immediate impact while building long-term capabilities

What we offer:

• Comprehensive medical, dental, vision, disability, life insurance

• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits

• Voluntary supplemental health coverage and life insurance

• 401K match and ESPP

• Paid time off and paid sick leave

• Paid parental and pregnancy leave

• Family-forming benefits (IVF, Preservation, Adoption etc.)

• Emergency backup care (Child/Adult/Pets)

• Employee Assistance Program (EAP) with counseling sessions available 24/7

• Free legal services that provide legal advice, document creation and estate planning

• Employee bonus referral program

• Student loan refinancing assistance

• Employee 1:1 coaching, perks and discounts program

RingCentral's Global Service and Support team leads the post-sale experience for our customers-making sure their every need is met, and that they're able to use our products effectively and easily. As our customers' central point of contact, you'll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.

RingCentral's work culture is the backbone of our success. And don't just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success.

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone(MVP) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.

If you are hired in Colorado, the compensation range for this position is between $121,800 and $174,000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.