How to hire a director, customer support

How to hire a director, customer support, step by step

Here's a step-by-step director, customer support hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a director, customer support job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new director, customer support
• Step 8: Go through the hiring process checklist

What does a director, customer support do?

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1. Identify your hiring needs

   Before you post your director, customer support job, you should take the time to determine what type of worker your business needs. While certain jobs definitely require a full-time employee, it's sometimes better to find a director, customer support for hire on a part-time basis or as a contractor.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   A director, customer support's background is also an important factor in determining whether they'll be a good fit for the position. For example, directors, customer support from different industries or fields will have radically different experiences and will bring different viewpoints to the role. You also need to consider the candidate's previous level of experience to make sure they'll be comfortable with the job's level of seniority.

   This list shows salaries for various types of directors, customer support.

   Type of Director, Customer Support	Description	Hourly rate
   Director, Customer Support	Advertising, promotions, and marketing managers plan programs to generate interest in products or services. They work with art directors, sales agents, and financial staff members.	$43-85
   Marketing Manager	Marketing managers are experienced employees who oversee the marketing department of the organization. They manage activities such as marketing campaigns, social media postings, company branding, and other strategic marketing activities... Show more	$34-73
   Business Development Manager	A business development manager's duties include identifying business opportunities, developing effective models and strategies to improve business performance, searching for potential clients to generate income and attract partnerships. A business development manager must have extensive knowledge of the market trends and adjust strategies as needed to meet the needs of the client... Show more	$32-72

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Customer Support
   • Continuous Improvement
   • Technical Support
   • Salesforce
   • Cloud
   • CRM
   • KPIs
   • Process Improvement
   • Saas
   • Customer Feedback
   • Product Management
   • Support Operations
   • Performance Metrics
   • QA

   Check all skills

   Responsibilities:

   • Lead the implementation team to install JDE ERP system for sales orders and accounts receivable.
   • Restructure process and quality initiatives to facilitate penetration of new markets; lead ISO 9001- 2000 certification.
   • Introduce SaaS tools, Salesforce.com, and other resources design to empower staff to more effectively manage the customer experience.
   • Lead portal migration to new CRM system, improving portal reliability while adding enhance content publishing and case management capabilities.
   • Manage new facility infrastructure architecture and engineering installation as well as existing facility technology upgrades and expansions.
   • Develop and implement contests and training curriculum to drive KPIs.

   More director, customer support duties

3. Make a budget

   Including a salary range in your director, customer support job description is a great way to entice the best and brightest candidates. A director, customer support salary can vary based on several factors:

   • Location. For example, directors, customer support' average salary in florida is 39% less than in nevada.
   • Seniority. Entry-level directors, customer support earn 49% less than senior-level directors, customer support.
   • Certifications. A director, customer support with a few certifications under their belt will likely demand a higher salary.
   • Company. Working for a prestigious company or an exciting start-up can make a huge difference in a director, customer support's salary.

   Average director, customer support salary

   $127,101yearly

   $61.11 hourly rate

   ---

   Entry-level director, customer support salary

   $90,000 yearly salary

   Updated December 20, 2025

   Average director, customer support salary by state

   Rank	State	Avg. salary	Hourly rate
   1	Washington	$157,404	$76
   2	California	$151,198	$73
   3	Massachusetts	$129,588	$62
   4	Utah	$124,888	$60
   5	Virginia	$121,727	$59
   6	New York	$121,005	$58
   7	Michigan	$120,603	$58
   8	Texas	$117,985	$57
   9	Connecticut	$117,761	$57
   10	Ohio	$115,399	$55
   11	Pennsylvania	$115,356	$55
   12	Montana	$114,704	$55
   13	Arizona	$111,482	$54
   14	Georgia	$108,278	$52
   15	Indiana	$104,188	$50
   16	Colorado	$103,991	$50
   17	Illinois	$101,705	$49
   18	Florida	$98,062	$47

   Average director, customer support salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	Flexport	$164,248	$78.97
   2	Integral Ad Science	$151,884	$73.02	6
   3	PitchBook Data	$146,849	$70.60	3
   4	Proofpoint	$141,564	$68.06	28
   5	Pwc	$140,786	$67.69	278
   6	Santander Private Banking International	$140,400	$67.50	1
   7	Salesforce	$138,718	$66.69	74
   8	ASEA	$138,087	$66.39	2
   9	JCPenney	$137,972	$66.33	1
   10	Shopify	$137,009	$65.87
   11	ICW Group	$134,278	$64.56	1
   12	Innovaccer	$133,704	$64.28	2
   13	Kronos Incorporated	$132,824	$63.86
   14	Oracle	$131,019	$62.99	643
   15	Intel	$130,578	$62.78	5
   16	Vertafore	$130,127	$62.56
   17	Stanley Black & Decker	$127,875	$61.48	2
   18	NetBrain	$127,644	$61.37
   19	Santander Bank	$127,347	$61.22	2
   20	BD	$127,119	$61.11

4. Writing a director, customer support job description

   A job description for a director, customer support role includes a summary of the job's main responsibilities, required skills, and preferred background experience. Including a salary range can also go a long way in attracting more candidates to apply, and showing the first name of the hiring manager can also make applicants more comfortable. As an example, here's a director, customer support job description:

   Director, customer support job description example

   Director of Customer Support, Engineered-To-Order Equipment
   
   Location: Suburban Chicago, IL
   
   Position: #621
   
   Take your field and customer service leadership career to a new level with a leading privately-held manufacturer of engineered-to-order equipment used in a wide range of industrial applications.
   
   Our client seeks a Director of Customer Support in a new role at their suburban Chicago headquarters location to lead customer support and field service initiatives in a multi-site, multi-team setting as part of the executive leadership team.
   
   If you have a field service leadership background and drive to lead change initiatives in an established organization that is growing, I'd love to connect to discuss how this customer service leadership opportunity could elevate your career to a new level.
   
   Client Overview
   A growing and profitable privately held organization that specializes in the design, manufacturing and servicing engineered-to-order equipment used in a wide variety of industrial applications For more than 100 years, our client has built a reputation for engineering quality and for providing a range of innovative features in custom process equipment Based in suburban Chicago with multiple locations servicing global clients with an installed base of thousands of units worldwide Position Overview
   Responsible for planning, coordination, and management of the company's technical support and field service functions On an ongoing basis, drive enhancements in the company's execution of customer support and field service functions Develop and implement a technical support and field service business plan Manage field service team and technical support to provide optimum customer service Coordinate with customers and sales to provide prompt start-up, repair, inspection and warranty services Develop and implement quality assurance training programs for employees Candidate Requirements
   Bachelor of Science degree in Engineering At least 10 years field service or technical support experience ideally within an engineered-to-order setting Previous supervisory experience and management of field service teams Familiarity with ASME pressure vessel codes and standards is a plus Good interpersonal skills with the ability to communicate ideas in a coherent and comprehensive manner Strong verbal and written communication skills Must be legally authorized to work in the United States for any employer without restrictions Be assured that resumes will be kept strictly confidential until we speak about a specific opportunity and agree to send it to a client of ours. If your experience matches our client's requirements, we will contact you immediately.

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5. Post your job

   To find directors, customer support for your business, try out a few different recruiting strategies:

   • Consider internal talent. One of the most important talent pools for any company is its current employees.
   • Ask for referrals. Reach out to friends, family members, and your current work to ask if they know any directors, customer support they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit entry-level directors, customer support with the right educational background.
   • Social media platforms. LinkedIn, Facebook, and Twitter have more than 3.5 billion users, and they're a great place for company branding and reaching potential job candidates.

   Post your job online:

   • Post your director, customer support job on Zippia to find and attract quality director, customer support candidates.
   • Use niche websites such as swipe files, exit five, marketinghire, american marketing association.
   • Post a job on free websites.

6. Interview candidates

   Your first interview with director, customer support candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.

   You should also ask about candidates' unique skills and talents to see if they match the ideal candidate profile you developed earlier. Candidates good enough for the next step can complete the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new director, customer support

   Once you've selected the best director, customer support candidate for the job, it's time to write an offer letter. In addition to salary, this letter should include details about the benefits and perks you offer the candidate. Ensuring that your offer is competitive is essential, as qualified candidates may be considering other job opportunities. The candidate may wish to negotiate the terms of the offer, and you should be open to discussion. After you reach an agreement, the final step is formalizing the agreement with a contract.

   You should also follow up with applicants who don't get the job with an email letting them know that you've filled the position.

   After that, you can create an onboarding schedule for a new director, customer support. Human Resources and the hiring manager should complete Employee Action Forms. Human Resources should also ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc., and that new employee files are created.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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