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…