Director, Customer Support
We’re looking for a hands-on Customer Support leader to help us deliver the best customer experience in our industry and keep raising the bar as we scale.
In this role, you’ll lead our Consumer Support and Operator Support teams (Tier 1 and Tier 2), setting clear performance expectations, providing strong coaching, and ensuring consistent execution against service levels. You’ll also own coordination and follow-through on Tier 3/engineering-related issues, partnering closely with Product and Engineering to solve problems quickly and prevent repeat issues.
What we’re looking for
- 5+ years of Leadership experience in Technical Customer Support
- Experience managing teams of 30+ in multiple geographies and different time zones
- Proven track record improving support performance through metrics, process, and coaching
- Strong cross-functional skills, especially working with Product/Engineering on escalations
- Clear communicator who can drive alignment and execution in a fast-moving environment
- Comfortable being “in the work” while also improving the system
- Experience supporting both B2B and B2C customers (or multi-segment support models).
- Familiarity with modern support tooling and analytics (ticketing, telephony, QA, workforce management) (Zendesk will be a plus).
What you’ll do
- Lead and develop high-performing support teams across Consumer and Operator Support (T1/T2), across multiple geographies and time zones
- Own day-to-day support operations: queues, escalations, prioritization, and SLA performance
- Drive continuous improvement using data: reduce ticket volume, improve resolution speed, increase first-contact resolution
- Partner with Product/Engineering on escalations, root-cause analysis, and closing the loop on recurring issues
- Build and maintain strong support content, playbooks, SOPs, troubleshooting guides, and help center articles
- Provide clear weekly/monthly reporting on KPIs, trends, and improvement initiatives
- Help shape a customer-first culture with high standards and strong accountability