Job Title: Director of Support
Reports to: SVP of Client Operations
Type: Full time, salaried
Location: Remote; with occasional travel requirements
Position Overview We are seeking a Director of Support to lead and scale a fully functional, customer-centric Support organization. You will create the processes, reporting, and tooling required to deliver consistent service quality, predictable performance, and a best-in-class customer experience.
A key component of this role is leading the evaluation, migration, and rollout of a modern ticketing platform, replacing legacy systems and improving routing, automation, insight, and operational efficiency.
Key Responsibilities Lead and Scale a Modern Support Organization - Lead end-to-end Support function serving both external customers and internal stakeholders.
- Design a scalable support model (e.g., Tier 1 / Tier 2 / Tier 3) with clear escalation paths and ownership.
- Hire, coach, and develop a high-performing team; define roles, coverage models, and on-call/escalation expectations.
- Establish consistent support standards and a culture of urgency, accountability, and continuous improvement.
Own Support Operations, Metrics, and Performance - Establish, track, and manage core Support KPIs including CSAT, SLA attainment, first response time, time to resolution, and backlog health.
- Create operating rhythms (daily/weekly triage, ticket QA reviews, trend analysis, cross-functional escalation meetings).
- Implement quality assurance standards, coaching processes, and ticket audits to improve consistency and resolution quality.
- Provide executive reporting on performance trends, risks, root causes, and improvement initiatives.
Design Scalable Support Processes Across Technical, Billing, and Accounting Questions - Define standard workflows for technical troubleshooting, billing requests (invoice/payment/credits), and product/accounting questions.
- Create escalation and handoff processes to Product/Engineering, Billing/Finance, Customer Success, and other internal teams.
- Build playbooks for issue categorization, severity levels, customer communication, and resolution consistency.
- Partner with stakeholders to reduce friction and ensure support responsibilities and handoffs are clear and measurable.
- Build a scalable self-service strategy including a knowledge base, FAQs, and standardized help content.
- Evaluate ticketing and support tooling options; develop selection criteria aligned to customer and internal needs. Lead implementation, including workflows, routing rules and automation.
- Lead platform implementation including workflows, SLAs, routing rules, automation, macros, tagging, and reporting structure.
- Drive rollout planning, change management, training, and adoption measurement across teams.
Cross-Functional Leadership and Customer Advocacy - Serve as the voice of Support in cross-functional planning and decision-making.
- Ensure customer-impacting incidents are escalated appropriately with clear internal communications.
- Collaborate with Product, Engineering, Billing/Finance, and Customer Success to drive measurable experience improvements.
Required Qualifications - 3-5+ years of leadership experience scaling support teams, including hiring and performance management.
- Proven experience building support processes from the ground up (SLAs, tiering, escalation models, QA).
- Hands-on experience with modern ticketing ecosystems (e.g., Zendesk, Freshdesk, Intercom, Jira Service Management, ServiceNow, Help Scout).
- Demonstrated success replacing or modernizing a ticketing platform, including rollout and change management.
- Strong operational rigor and data fluency - dashboards, trend analysis, and KPI-driven execution.
- Excellent communication skills with the ability to align stakeholders and drive decisions.
- Experience supporting subscription billing complexity (renewals, usage-based billing, credits).
- Experience supporting accounting or compliance-adjacent workflows and customer questions.
- Experience partnering closely with Product/Engineering via structured escalation and incident management processes.
- Support Operations/CX Operations background and experience implementing automation or AI-assisted support tools.
Competencies - Builder mindset and systems thinking
- Operational excellence and process discipline
- Customer empathy paired with business judgment
- Technical fluency and structured problem-solving
- Change leadership and cross-functional influence
- Strong written and verbal communication
Benefits - Remote work-from-home environment
- Competitive salary, health, dental and vision insurance plans
- 401K retirement savings plans for US-based employees, with 3% employer match
- Professional development opportunities
- Dynamic and collaborative work environment with opportunities for growth
