Director of Customer Support

 We are looking for a Director of Customer Support to lead and oversee our Customer Support function, ensuring the delivery of exceptional service to our customers while driving scalability and operational efficiency. You will manage a tiered support system and work closely with two team leads who oversee the day-to-day activities of support representatives across multiple tiers.

In this role, you will be responsible for building and implementing the long-term strategy for the Customer Support team, ensuring we adopt industry best practices, and continually optimize processes to meet the evolving needs of our customers. You will act as the primary driver of customer support initiatives, improving both customer satisfaction and team performance.

• Leadership & Team Oversight: Oversee the entire Customer Support function, providing leadership to the team leads and overall direction to support representatives at all tiers.
• Strategic Planning: Develop and implement a comprehensive customer support strategy focused on scalability, efficiency, and customer satisfaction, ensuring alignment with company goals.
• Tiered Support Management: Ensure that the tiered support structure (Level 1, Level 2, etc.) is operating effectively and that the right issues are being escalated at the appropriate levels.
• Team Growth & Development: Collaborate with team leads to identify talent gaps, recruit new team members, and implement training programs to develop and retain top support talent.
• Process Optimization: Continuously review, improve, and scale support processes, leveraging automation, self-service options, and best practices to enhance the overall customer experience.
• Customer Satisfaction: Establish and monitor key performance indicators (KPIs) such as response times, resolution times, customer satisfaction (CSAT), and Net Promoter Score (NPS) to ensure customer support excellence.
• Cross-functional Collaboration: Work closely with other departments (Product, Engineering, Sales, etc.) to ensure customer feedback is integrated into product improvements and that cross-functional workflows run smoothly.
• Technology & Tools: Evaluate and implement customer support tools and technologies (such as ticketing systems, chatbots, and analytics platforms) to enhance team productivity and improve the customer experience.
• Escalation Management: Oversee the handling of escalated customer issues, ensuring high-touch resolution for critical customer needs, and working with leadership to address any systemic issues.
• Best Practices & Innovation: Stay current with industry trends and best practices, introducing new tools, methodologies, and approaches to maintain a high-performance support team.
• Reporting & Analysis: Regularly track and report on customer support metrics, providing leadership with insights on team performance, customer satisfaction, and areas for improvement.
• Scalability: Ensure the support team can scale effectively with company growth, designing flexible processes and infrastructure that accommodate increasing customer demand.
• Project Management: Oversee customer support projects, such as product implementations, process improvements, and AI exploration. Ensure successful completion of projects on time and within scope.
• Communication & Change Management: Develop communication plans that keep internal and external stakeholders informed about changes.
• Organizational Architecture: Lead the restructuring of the Customer Support organization to ensure it is set up to scale and support future growth.

• Bachelor’s degree in Business, Operations, or a related field. Master’s degree is a plus.
• 7+ years of experience in customer support or a related function, with at least 3 years in a leadership role.
• Proven success managing and scaling a tiered customer support system in a high-growth environment, ideally within a B2B SaaS company.
• Strong leadership and people management skills, with experience managing team leads and a large, diverse support team.
• Experience building and executing support strategies that enhance customer satisfaction and operational efficiency.
• Expertise in customer support tools and technology (e.g., Zendesk, Freshdesk, Intercom, or similar platforms), including proficiency with data analysis tools to monitor team performance.
• Deep understanding of support KPIs and experience using data-driven decision-making to improve processes and performance.
• Excellent problem-solving and communication skills, with the ability to effectively collaborate across teams and departments.
• Ability to thrive in a fast-paced, dynamic environment, and adapt to changing business needs and customer demands.
• Passion for delivering exceptional customer experiences and driving continuous improvement.

• Unlimited paid time off: take unlimited personal, sick, and vacation days
• 401(k): plan for retirement with 4% matching and instant vesting
• Medical, dental, and vision insurance: we offer full medical coverage for employees through United Healthcare and full dental and vision coverage through Guardian, with 25% coverage for dependents across all plans
• Life insurance: $100,000 policy fully covered by DoorLoop
• Disability insurance: short- and long-term disability insurance fully covered by DoorLoop
• Paid parental leave: paid maternity and paternity leave for birth and adoption
• Monthly stipend: a dedicated company credit card for work-related expenses
• Best-in-class equipment: Get a company laptop and all the top-tier tools to set you up for success