About the Role

We're looking for a Senior Manager/Director of Support who wants to build something—not just inherit it.

This isn't a role for someone who's happiest keeping the trains running. It's for someone who sees friction, asks why it exists, and fixes it at the root.

You'll lead our support organization while redesigning the systems, processes, tooling, and operating rhythms that create an exceptional customer experience. You'll build scalable support operations, develop a high-performing team, strengthen our relationship with our outsourced support partner, and create tight feedback loops with Product, Engineering, Customer Success, and Professional Services.

We're looking for someone with high agency. Someone who doesn't wait for permission. Someone who naturally spots opportunities, brings solutions, and leaves every system better than they found it.

AI is also central to how we work. We use it every day to automate workflows, improve decision-making, eliminate repetitive work, and move faster. You'll be expected to bring the same mindset—using AI as a practical tool to improve both customer experience and operational efficiency.

This role reports directly to the VP of Service Operations and offers the opportunity to shape the future of our support organization from the ground up. If you're energized by transformation, thrive in ambiguity, and love building teams and systems that scale, we'd love to meet you.

---

What You'll Own

Build the Support Organization

• Design and continuously improve how Support operates
• Build scalable processes, playbooks, quality standards, and operating rhythms
• Create systems that enable consistent, high-quality customer experiences
• Identify operational bottlenecks and eliminate them
• Build an organization that scales alongside company growth

Lead the Team

• Lead, coach, and develop a high-performing technical support team
• Build a culture rooted in ownership, accountability, customer empathy, and continuous improvement
• Set clear expectations and provide consistent coaching and feedback
• Recruit, develop, and retain exceptional talent

Deliver Operational Excellence

• Own the day-to-day performance of the support organization
• Define, monitor, and improve key operational metrics including response times, resolution quality, customer satisfaction, backlog health, and productivity
• Ensure customers receive proactive, timely communication throughout the lifecycle of every issue
• Drive operational consistency through documentation, quality assurance, and continuous process improvement

Improve the Customer Experience

• Design support experiences that reduce customer effort and build trust
• Develop clear escalation frameworks that provide predictable outcomes during complex situations
• Turn recurring issues into permanent improvements instead of repeated firefighting
• Continuously identify opportunities to make support faster, easier, and more proactive

Drive Cross-Functional Improvement

• Partner closely with Product, Engineering, Customer Success, Professional Services, and Operations
• Surface customer trends and product insights through support data
• Improve cross-functional workflows, handoffs, and communication
• Advocate for customer needs while balancing business priorities

Lead Vendor Operations

• Own the performance of our outsourced support partner
• Define quality standards, workflows, training, reporting, and operational expectations
• Hold partners accountable through measurable outcomes and continuous improvement
• Build a seamless experience between internal and external support teams

Build with AI

• Identify opportunities to automate repetitive work across the support organization
• Leverage AI to improve team productivity, customer experience, reporting, and operational efficiency
• Champion thoughtful AI adoption across the team
• Stay current on emerging tools and continuously improve how work gets done

---

Who You Are

You naturally take ownership. When something is broken, your instinct is to fix it.

You don't wait to be told what needs attention—you notice it, investigate it, and improve it.

You enjoy building systems just as much as solving problems.

You're comfortable making decisions with imperfect information and moving quickly while maintaining high standards.

You balance customer empathy with operational discipline.

You care about developing people, building scalable processes, and creating lasting improvements—not just putting out today's fires.

---

What We're Looking For

Required Qualifications

• 5+ years of experience leading Support, Customer Operations, Customer Experience, or Service Operations teams
• Demonstrated experience improving, transforming, or scaling a support organization
• Experience building processes, operating models, playbooks, or quality programs from the ground up
• Strong leadership experience with a track record of developing high-performing teams
• Exceptional written and verbal communication skills
• Strong analytical skills with the ability to turn operational data into actionable improvements
• Experience managing outsourced support vendors or BPO relationships
• Experience with Zendesk, Jira, Gainsight, Intercom, or similar customer operations platforms
• Hands-on experience using AI tools to improve productivity, workflows, reporting, or customer operations

---

You'll Thrive Here If...

• You get excited by fixing broken systems instead of working around them.
• You naturally ask "Why does this keep happening?" instead of simply solving today's problem.
• You have a high level of initiative and don't wait for someone else to tell you what needs to happen.
• You enjoy building structure in environments that are evolving quickly.
• You hold yourself and your team to a high standard while remaining collaborative and humble.
• You're energized by ambiguity and transformation rather than intimidated by it.
• You believe the best leaders build teams that consistently solve problems.
• You're constantly looking for ways to improve the customer experience, even when no one asks you to.
• You leave every team, process, and organization better than you found it.

---

Why Join Us?

This isn't a maintenance role.

It's an opportunity to build.

You'll have the autonomy to shape the future of Support, influence company-wide customer experience, partner directly with executive leadership, and leave a lasting impact on how our customers experience our business every day.

If you're looking for a role where your ideas become reality—not just another management position—we'd love to talk.