Director, Customer Support

Meal Ticket

11d•$145,000 - $165,000•Remote

About The Position

Meal Ticket is a SaaS company purpose-built for the foodservice supply chain. Our platforms serve restaurant operators and foodservice distributors and suppliers across North America and internationally, helping them manage inventory, purchasing, and supplier relationships with greater visibility and control. We are in an active phase of growth and customer organization investment: scaling our support capabilities, expanding self-service and intelligent automation, and building the infrastructure to deliver consistent, measurable value to every customer we serve. The Director, Customer Support is a senior leadership role responsible for building and scaling a best-in-class support organization across Meal Ticket's Operator and Distributor/Supplier product lines. This leader will own the full support function: strategy, operations, tooling, team development, and customer experience design: with a mandate to deliver fast, consistent, and high-quality support at scale. A core part of this role is leading the ongoing transformation of our support model: expanding intelligent self-service and AI-assisted support capabilities, reducing inbound ticket volume through proactive and preventive strategies, and equipping agents to focus their time on complex, high-value customer interactions. The ideal candidate has not only designed this kind of model: they have led the organizational change required to make it stick, measured outcomes rigorously, and built the capability for a team to sustain it. This role requires equal parts strategic vision and operational precision. You will set direction, build team capability, and partner closely with Product, Customer Success, and Customer Enablement to deliver a seamless, low-effort experience across the customer lifecycle.

Requirements

7+ years in customer support or customer experience leadership, including at least 3 years in a Director-level or equivalent role at a B2B SaaS company
Demonstrated experience leading an intelligent support transformation: including self-service expansion, AI-assisted support deployment, adoption change management, and outcomes measurement; not just tool evaluation or implementation oversight
Proven track record of improving self-service utilization, CSAT, and time-to-resolution in a multi-product or multi-segment environment
Experience designing and governing SLA frameworks across support tiers and customer segments
Hands-on experience building and scaling a knowledge management function: structured content creation, taxonomy design, and continuous quality governance
Strong people leadership with experience managing managers and building high-performing, geographically distributed support teams
Data fluency: comfortable building dashboards, interpreting support metrics, and presenting performance insights to executive audiences in business terms
Experience with CRM-integrated support environments (Salesforce or equivalent) and familiarity with AI-assisted support platforms

Nice To Haves

Experience in foodservice, restaurant technology, supply chain, or adjacent vertical SaaS: understanding the operational context of customers in these industries
Background in omnichannel support design: unifying email, chat, in-app, and self-service into a coherent customer experience
Demonstrated success in proactive support programs: moving a team from reactive ticket resolution toward anticipating and preventing customer friction
Experience partnering with Customer Enablement or Learning & Development on shared content, customer education, and adoption programs
Comfort operating in a high-growth, transformation-stage company where infrastructure is actively being built: not inherited

Responsibilities

Own the strategy, roadmap, and execution for scaling intelligent self-service and AI-assisted support: expanding coverage, improving resolution quality, and reducing unnecessary inbound volume across both product lines
Lead the change management work required to drive adoption of new support tools and workflows among agents, managers, and customers: including training, communications, and performance reinforcement
Partner with Customer Enablement to build and continuously optimize a Help Center and self-service content library that reduces ticket volume and improves customer independence
Evaluate and recommend support technology investments with a consistent focus on measurable impact: faster resolution, higher deflection of routine inquiries, and improved agent productivity: not tooling for its own sake
Stay current on emerging AI and automation capabilities in the support space and advise leadership on where investment will drive the greatest return
Lead day-to-day support operations across Tier 1 and Tier 2 for both the Operator and Distributor/Supplier segments, ensuring consistent SLA adherence, clear escalation paths, and coverage model alignment with customer needs
Design and govern SLA frameworks by segment and tier: setting appropriate response and resolution standards, monitoring adherence, and acting quickly when performance falls short
Own a comprehensive support KPI framework including CSAT, Customer Effort Score (CES), First Response Time, Time to Resolution, Ticket Volume trends, Self-Service Utilization, and Escalation Rate
Build and maintain a real-time operational dashboard; deliver weekly performance reporting to the CCO and ELT with impact-oriented insights: business consequences and forward-looking actions, not activity summaries
Drive continuous improvement through structured root cause analysis, ticket trend reviews, and systematic feedback loops that surface product and process issues before they compound
Design and manage a consistent support experience across all channels: email, chat, in-app, and self-service: ensuring customers can get help in the format that works best for them without losing continuity
Build proactive support capabilities that anticipate common customer pain points before they become tickets: including usage-based outreach, onboarding check-ins, and post-update guidance
Partner with Implementations and Customer Success to ensure smooth handoffs, shared customer context, and coordinated experience across onboarding, adoption, and renewal phases
Own the support knowledge base: ensuring content is accurate, comprehensive, structured for discoverability, and continuously updated as the product evolves
Build a systematic process for converting recurring ticket patterns into self-service content, reducing repeat volume and empowering customers to resolve common issues independently
Partner with Product and Customer Enablement on documentation standards and content governance, ensuring internal and customer-facing knowledge stays aligned
Lead, coach, and develop support managers and frontline agents across both product segments: building a high-performance culture grounded in accountability, continuous learning, and genuine customer empathy
Define clear career paths and development frameworks for support team members; identify and invest in internal talent for advancement
Hire and onboard support talent in alignment with growth and coverage needs; build onboarding programs that accelerate agent time-to-proficiency
Model and reinforce a team culture where agent feedback on product gaps, process friction, and customer patterns is valued, captured, and acted upon
Serve as the internal voice of the support customer: bringing frontline insight to ELT, Product, and CS discussions about product quality, customer friction, and retention risk
Partner with Product and Engineering to surface systemic issues driving ticket volume; advocate for customer-impacting fixes through a structured feedback and prioritization process
Collaborate with Revenue Operations and Finance to ensure support tooling data is clean, integrated, and contributing accurate signals to customer health and reporting frameworks