Director of Customer Support

About Morningstar 

Morningstar is a leading global provider of independent investment insights. Our mission is to empower investor success. We combine independent research, data, design, and technology to create products and solutions that help investors and other market participants make informed decisions. 

The Opportunity 

Morningstar is looking for a Director of Customer Support to lead our customer and enterprise issue resolution teams. In this role, you will oversee the support ecosystem for Morningstar’s core financial data and data delivery products, ensuring high-value institutional clients, enterprise partners, and retail users receive high-quality technical and data support. 

As a strategic leader, you will bridge the gap between client-facing support teams, Product Management, and Technology. In addition to leading day-to-day support operations, you will identify opportunities to improve resolution workflows and the client experience through technology, automation, AI-enabled tools, and data-driven improvements. 

This position is based in our Chicago office and requires four days per week in the office. 

Key Responsibilities 

Team Leadership & Operational Excellence 

• Lead, mentor, and scale a regional team of product support managers, technical support engineers, and data specialists. 
• Optimize support operations by establishing, monitoring, and exceeding key performance indicators (KPIs) and service level agreements (SLAs). 

• Cultivate a continuous learning culture, ensuring the team stays deeply knowledgeable about Morningstar’s evolving data taxonomy, software capabilities, and internal tools. 

Enterprise & Customer Issue Resolution 

• Serve as the escalation point for critical, high-impact technical and data-related issues affecting enterprise clients. 

• Coordinate rapid-response efforts during major system incidents or complex data anomalies, collaborating closely with Technology Operations and Quality Assurance. 

Cross-Functional Collaboration & Product Advocacy 

• Partner with Product Management and Engineering to share regional support trends and advocate for product enhancements that reduce support volume and improve the user experience. 

• Collaborate with Account Management and Sales to support high-stakes client renewals and provide transparent updates on complex issue resolution. 

• Oversee post-mortem analyses for major incidents, ensuring root causes are addressed and preventive actions are integrated into the product roadmap. 

AI & Automation 

• Identify and implement opportunities to use AI, automation, and intelligent workflows to improve support processes, issue resolution, and operational efficiency. 

• Partner with internal technology teams to leverage data, analytics, and emerging tools to identify support trends and improve the customer experience. 

Qualifications 

• Education: Bachelor’s degree in Finance, Economics, Computer Science, Information Systems, or a related field. An advanced degree or relevant certifications, such as CFA or ITIL, are a strong plus. 

• Experience: Minimum of 8–10 years of experience in technical support, product support, or customer success within the financial technology (FinTech) or financial services sector. 

• Technology & Automation: Experience leading digital transformation, workflow automation, or AI/ML initiatives within a customer service or technical support environment. Experience with AI-powered ticketing systems, CRM automation tools, or LLM integrations is highly desirable. 

• Leadership: At least 4+ years of experience directly managing high-performing, customer-facing technical teams and guiding them through organizational change. 

• Domain Knowledge: Deep understanding of financial market data, including equities, fixed income, and managed investments, and modern data delivery mechanisms such as APIs, cloud data sharing, and SaaS platforms. 

• Problem Solving: Proven ability to navigate highly complex technical architectures and manage high-pressure enterprise escalations with empathy and clarity. 

• Communication: Exceptional written and verbal communication skills, with the ability to translate complex technical concepts into actionable business insights for executives and clients. 

Compensation and Benefits

At Morningstar we believe people are at their best when they are at their healthiest. That’s why we champion your wellness through a wide range of programs that support all stages of your personal and professional life. Here are some examples of the offerings we provide:

• Financial Health

  • 100% 401k match up to 6% of salary

  • Stock Ownership Potential

  • Company provided life insurance - 1x salary + commission

• Physical Health 

  • Comprehensive health benefits (medical/dental/vision) including potential premium discounts and company-provided HSA contributions (up to $500-$2,000 annually) for specific plans and coverages

  • Additional medical Wellness Incentives - up to $300-$600 annual

  • Company-provided long- and short-term disability insurance

• Emotional Health 

  • Trust-Based Time Off

  • 6-week Paid Sabbatical Program

  • 6-Week Paid Family Caregiving Leave

  • Competitive 8-24 Week Paid Parental Leave

  • Adoption Assistance

  • Leadership Coaching & Formal Mentorship Opportunities

  • Annual Flex Stipend - $1000 annually to cover personal education & well-being expenses

  • Tuition Reimbursement

• Social Health 

  • Charitable Matching Gifts program

  • Dollars for Doers volunteer program

  • Paid volunteering days

  • 15+ Employee Resource & Affinity Groups

Total Cash Compensation Range

Inclusive of annual base salary and target incentive

Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.