The Role
Mission:
We’re looking for an agile and dynamic Director of Customer Support to lead our 20-person, Miami-based Customer Support team. Operating with a tiered support structure (Tier 1 and Tier 2), the team handles 1,000–2,000 chats per month via Intercom, ensuring customers receive best-in-class service.
As a fast-paced, venture-backed startup with $100M in Series B funding, we pride ourselves on operating scrappily and making decisions with speed. The successful candidate will be a proven leader who thrives in high-growth environments, drives results, and fosters a culture of continuous improvement. You’ll coach and develop a team of ambitious A-players, ensuring they have clear career paths while maintaining operational excellence.
Key Responsibilities:
Leadership & Team Development:
- Lead a 20-person Customer Support team, overseeing Tier 1 and Tier 2 representatives, with support from two team leads.
- Foster a high-performance culture of ambitious, growth-driven team members who align with the company’s fast-paced environment.
- Develop coaching programs to ensure individual growth, clear career paths, and long-term employee retention.
Strategic Planning & Execution:
- Build and execute a scalable customer support strategy aligned with the company’s growth goals and customer needs.
- Drive team performance using metrics such as response time, resolution time, CSAT, and NPS to ensure exceptional customer experiences.
- Regularly refine processes to maintain agility and operational efficiency while preparing for future growth.
Cross-functional Collaboration:
- Build strong relationships with the Product and Engineering teams in Tel Aviv to ensure customer feedback translates into actionable improvements.
- Leverage insights from support interactions to inform product development and influence cross-departmental strategies.
Process Optimization & Technology:
- Evaluate and implement tools to streamline workflows, including automation and self-service solutions.
- Continuously optimize the team’s use of Intercom as the primary support channel.
Customer Advocacy:
- Champion the voice of the customer across the organization, ensuring support remains the heart of the business.
- Prioritize reversible vs. irreversible decisions to maintain momentum without compromising quality.
Qualifications:
- 4-5 years of strategic leadership experience in customer support, preferably within a high-growth, venture-backed, or PE-backed startup (40%+ YoY growth).
- Proven success leading and scaling a tiered customer support team in a B2B SaaS environment.
- Demonstrated ability to achieve and maintain best-in-class support metrics (be prepared to discuss and share examples).
- Strong coaching and mentorship skills, with experience fostering a culture of growth and performance.
- Expertise in support tools like Intercom, Zendesk, or similar platforms, with a data-driven approach to decision-making.
- Experience building trans-Atlantic professional relationships and collaborating across time zones, particularly with product and engineering teams.
- Exceptional communication and problem-solving skills, with a passion for delivering exceptional customer experiences.
- A “scrappy” startup mindset—able to pivot quickly, think on your feet, and operate effectively in an ever-changing environment.
Why You Should Join Us:
- Be part of a high-growth company making waves in the property management software space.
- Collaborate with talented teams across Miami and Tel Aviv.
- Shape the future of customer support, building scalable processes that directly impact the company’s success.
This role is for go-getters, fast movers, and strategic thinkers who want to grow with us and build something extraordinary. Are you ready to make your mark?