Director of Customer Support

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Tekmetric

WebsiteLinkedInAll Job Openings

51 - 200 employees

🚘 Automotive

🤝 B2B

💰 Venture Round on 2022-03

Automotive • B2B

Tekmetric is a management software designed specifically for auto repair shops. It enables businesses to create customer profiles, schedule appointments, perform digital vehicle inspections, upload photos, build repair orders with labor guides, manage inventory, track parts, and monitor job workflows. The software allows shops to set custom labor rates and fees, communicate with customers via texts and emails, and measure job profitability. By leveraging data, Tekmetric helps auto repair shops of all sizes enhance their efficiency, productivity, and profitability.

📋 Description

• Own the quality, efficiency, and people strategy of the customer support organization • Lead customer satisfaction and quality assurance across phone, chat, email, and AI-assisted channels and across Tier 1–3 • Establish unified QA and customer satisfaction frameworks, scorecards, calibration sessions, and sampling methodologies • Review customer feedback, low-CSAT interactions, and escalations to identify trends and drive corrective action • Own operational metrics including FCR, AHT, TTR, SLA adherence, backlog, and cost per contact • Partner with Support Operations on forecasting, staffing, scheduling, and capacity planning • Improve handle time, deflection, self-service, and resolution rates while maintaining quality • Define escalation paths, tier definitions, and handoff processes • Hire, onboard, retain, coach, and develop Managers, Team Leads, and frontline agents • Build career paths, promotion criteria, skill matrices, development plans, and training programs • Develop and execute the customer support strategy and multi-year roadmap • Own headcount planning and organizational design • Translate support trends and root-cause insights into recommendations for Product, Engineering, Customer Success, and Sales • Partner with Engineering on Tier 3 escalations, bug triage, and incident communication • Deliver performance reporting and data-driven recommendations to executive leadership • Lead the team through product launches, customer incidents, and rapid growth • Report to executive leadership in a fast-paced, remote-first environment

🎯 Requirements

• 8+ years of experience in customer support or contact center operations • 5+ years leading managers or a multi-tier support organization • Proven track record improving CSAT and quality through a structured QA program • Experience managing support across multiple channels, including phone, chat, and email • Experience managing support across Tier 1–3 • Demonstrated success building career paths, training programs, and coaching frameworks that improve retention and performance • Strong analytical skills with experience using KPIs and dashboards to drive decisions • Experience managing a department, including headcount planning and forecasting • Hands-on experience with Salesforce, Zendesk, Intercom, or similar support platforms • Exceptional communication and executive presence, with ability to translate operational data into leadership-ready insights • Background in SaaS or technology-sector support organizations • Preferred: experience implementing or optimizing AI and automation in support • Preferred: experience with QA and conversation intelligence tools such as Gong • Preferred: experience scaling a support team through rapid growth • Preferred: familiarity with automotive or other vertical SaaS industries

🏖️ Benefits

• Flexible remote work • Competitive base salaries • Flexible PTO with no set number of days • Paid maternity, parental bonding, and medical leave • Medical, Dental, Vision, and Prescription coverage; employee-only plans cover 100% of premiums and family coverage costs are covered at 50% • Free, confidential counseling through BetterHelp • 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) • Life and Accidental Death & Dismemberment (AD&D) Insurance • Up to $60/month toward fitness, mental health, or other wellness expenses • $300 home office setup bonus after one year of employment • Support for continuing education • Team and company-wide offsites several times a year, with attendance fully supported

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume