Director of Support

Role: Director of Support

We’re looking for a Director of Support who can jump in, see what’s working, what’s not, and help us rebuild the right way. This isn’t a maintenance job. It’s a hands-on, fix and build role for someone who can balance solving problems today with setting us up for long-term success. You’ll work closely with the VP of CSX to shape how Support runs across people, processes, and systems. The right person moves fast, asks questions, and isn’t afraid to challenge how things have always been done.

Base Salary: $120,000 - $130,000

What you’ll do

• Review our current Support structure, case flow, and metrics.
• Identify what’s working and what needs to be rebuilt.
• Redesign the framework for ownership, escalation, and RCA tracking across Tier 1 and Tier 2.
• Strengthen and enhance the KPIs and scorecards already in progress to show performance and progress clearly.
• Manage Tier 1 and Tier 2 teams with a focus on ownership, speed, and quality.
• Build consistent 1:1 and QA rhythms that grow accountability.
• Foster a team that learns fast, speaks up, and owns outcomes.
• Lead a Case Layout Optimization project to make the team’s daily work faster and cleaner.
• Evaluate whether we stay on Service Cloud or move to a dedicated support platform. Present a clear recommendation with pros, cons, and milestones.
• Launch automation and AI projects that reduce repetitive work and improve first responses.
• Build out the knowledge base to power deflection and faster answers.
• Use data, sentiment, and trends to pinpoint issues and improve training and process.
• Make sure every customer interaction feels clear, fast, and human.
• Keep our CSAT average at 4.8 or higher as survey coverage expands.
• Feed root cause and customer insights back into Product and Engineering so we keep getting better.
• Build a motivated team culture grounded in accountability and progress.
• Create a Support Highlights or Leaderboard program to celebrate wins and showcase performance.
• Be a thought partner to the VP of Customer Experience on system design, quality, and efficiency.

What we look for

• 7+ years in technical or customer support, with at least 3 years leading a team.
• Experience working in or supporting a Salesforce ISV, consulting partner, or integration app.
• Strong troubleshooting and problem-solving skills. You can turn complex issues into simple actions.
• Proven ability to rebuild or redesign support processes, systems, or data models.
• Solid analytical and process thinking. You see how the details connect to the bigger picture.
• Familiarity with AI or automation tools that make support smarter and faster.
• A curious, proactive mindset. You notice patterns, ask questions, and act fast when something feels off.
• A builder’s mentality. You’re not afraid to jump into the weeds while also setting the stage for scale.
• Familiarity with the Salesforce ecosystem is a plus, as is Higher Education experience.