Director of Customer Support

Job not on LinkedIn

6 hours ago

🌾 Nebraska – Remote

Although this job is listed in Nebraska, this company may be open to hiring remote in other states.

💵 $105k - $123k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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CompanyCam

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SaaS • Construction

CompanyCam is a software platform designed specifically for contractors to manage their job site documentation. It provides tools for photo and video capture, annotations, in-app communications, and collaborative features that allow teams to document and track job progress in real-time. The platform supports integrations with other software and offers AI-powered actions to generate reports and organize information. CompanyCam is widely used across various trades, helping professionals keep projects organized, maintain accountability, and effectively communicate with teams and clients.

51 - 200 employees

Founded 2015

☁️ SaaS

💰 $30M Series B on 2021-10

📋 Description

• Develop and execute a Support strategy that delivers fast, consistent, exceptional customer experiences at scale. • Own and evolve the Support tooling ecosystem, evaluating platforms (e.g., chat, knowledge base, AI copilots, WFM) for scalability, usability, and automation opportunities. • Drive a cost-efficient tooling roadmap, balancing service quality, team enablement, automation leverage, and long-term operational efficiency across channels. • Align Support operations with CompanyCam’s goals by balancing efficiency, service quality, and business impact. • Identify and drive improvements that reduce friction, elevate quality, and enhance ease of use across all support channels. • Use data and forecasting to inform decisions around staffing, processes, tooling, and operational improvements. • Report performance trends, insights, and recommendations to stakeholders with clarity and actionable direction. • Lead and coach Support Managers, fostering a culture grounded in empathy, quality, and responsiveness. • Oversee daily operations, ensuring industry-leading speed, accuracy, and consistency through strong monitoring of service metrics. • Partner cross-functionally with Product, Engineering, CX, AM, Onboarding, and Marketing to advocate for customer needs and reduce contact volume.

🎯 Requirements

• 4+ years of experience managing managers or senior team leads • 7+ years of experience in a SaaS or high-volume support environment • Proven ability to scale operations and deliver exceptional customer experiences • Experience working closely with Product and Engineering in a continuous feedback loop • Knowledge of high-volume workflows, customer experience design, SaaS troubleshooting, and support metrics • Skill in data-driven decision-making, operational efficiency, leadership, and continuous improvement • Ability to inspire and coach leaders, foster healthy team cultures, and champion customer-centric thinking • Ability to balance speed, quality, and efficiency while driving industry-leading performance • A continuous growth-mindset, with a focus on learning, embracing challenges, and continuously improving • A knack for creativity and innovation, bringing fresh ideas to the table and solving complex problems

🏖️ Benefits

• meaningful equity • other benefits