Director of Support - job 1 of 3

Job Summary

A company is looking for a Director of Support to lead and scale its front-line support organization.

Key Responsibilities

• Launch and operationalize inbound phone support, building necessary systems and processes
• Lead and improve the frontline support team across various communication channels
• Own support KPIs and proactively identify performance trends and improvement opportunities

Required Qualifications

• 7-10 years of experience in customer support operations, with at least 5 years in a leadership role
• Proven track record of launching and scaling inbound phone support
• Hands-on experience with AI tools to enhance efficiency in support workflows
• Strong analytical skills with a data-driven approach to performance management
• Experience supporting technical or SaaS products, with knowledge of troubleshooting workflows