Director, Customer Support
United States
Operations – Customer Support /
Full-Time /
Remote
SUMMARY
The Director of Customer Support leads our Customer Support team in providing exceptional service to our existing customers. This individual will be responsible for developing and implementing strategies, policies, and processes to handle customer inquiries efficiently and effectively while ensuring that SQUIRE maintains strong relationships with our customers to reduce churn.
The ideal candidate will have prior experience scaling a Support organization to support 24/7 operations supporting multiple languages. This Director should be comfortable leading from the front, while providing strategic oversight and thought leadership for achieving operational excellence at scale.
This role is fully remote for US based candidates with the ability to travel up to 10% domestically and internationally.
REPORTS TO
VP of Customer Success and Support
JOB DUTIES AND RESPONSIBILITIES
- Lead, mentor, and expand the Customer Support team by fostering a culture of extreme ownership and excellence
- Set clear KPIs, scorecards, and performance management standards for every team member to ensure alignment with the company’s strategic goals
- Provide career guidance, training, and mentorship to a growing team within the Customer Support departmentDevelop scalable integrated support processes and tools to elevate customer satisfaction and retention
- Evaluate, purchase, and integrate systems and processes to improve and optimize the Customer Experience
- Analyze support metrics and trends, driving continuous improvements and solutions
- Collaborate closely with other departments, especially Product and Engineering, to streamline bug resolution and product improvement feedback based on the support organization's data and analytics
- Provide strategic insights about the customer's voice to leadership
- Build a culture that inspires the entire organization to keep our customers at the center of everything we do
The duties and responsibilities outlined above are not a comprehensive list, and additional tasks may be assigned from time to time based on business needs.
REQUIREMENTS AND QUALIFICATIONS
- 7+ years of customer service experience with 3+ years of experience leading a 24/7 call center operations between 25-50 employees, including BPOs
- Demonstrated ability to successfully organize, lead, and manage large teams of people - even those with whom you have no formal reporting relationship
- Proven track record of driving customer satisfaction and operational metrics while reducing the overall cost to serve
- Experience with technical Support tools such as Ticketing Systems, CRM, WFM, Phone/IVR, SMS/Chat, AI-Automation Tool
- Ability to establish and maintain a high standard for performance, ownership, and accountability across the organization
- Ability to build and maintain strong partnerships with Product, Engineering, and Customer Success teams
- Self-motivated and self-sufficient with a strategic mindset of the systems, processes, and people required to scale a 24/7 support function
- Ability to travel up to 10%, both domestic and international
WHAT WE OFFER
- Base Salary ($120,000 - $140,000) + Bonus (15%)
- New hire stock grant
- 100% employer paid medical/dental/vision insurance for you and your dependents
- 401K plan with company contribution
- Generous PTO and Parental Leave policies
