Director, Customer Support

Polly • Dallas, TX

12d • Hybrid

About The Position

Who you are: You’re an experienced Customer Support leader who thrives in high-growth, fast-paced environments. You know what it takes to build, motivate, and scale high-performing teams that deliver measurable impact. You’re passionate about developing people, using data to drive improvement, and partnering cross-functionally to strengthen the customer experience. You’re excited by technology and constantly looking for smarter, more efficient ways to serve customers at scale. Does this sound like you? If so, apply today & let’s start the conversation! What you’ll do: Build, develop, and inspire a team that consistently delivers exceptional service and drives measurable improvement across key metrics (CSAT, FRT, ART, backlog, deflection rate, ticket volume by tier, etc.). Ensure satisfaction, and support issue resolution particularly for complex or strategic accounts. Establish clear baselines, monitor trends, and lead initiatives that improve responsiveness, quality, and efficiency across all support tiers. Drive a shift towards self-service support, implementing strategies that empower customers to find answers quickly while maintaining a premium support experience. Build progression frameworks, coach future leaders, and create a culture of growth and accountability within the Support team. Translate customer feedback into actionable insights that drive improvements across the wider business. Maintain efficient staffing and resource models that support growth and align to customer needs. Work closely with Quality, Product, and Revenue teams to highlight customer insights, influence product decisions, and uncover new commercial opportunities. Lead the adoption and optimization of support tooling, ensuring it’s used effectively across the team. Partner with internal stakeholders to identify, test, and roll out new tools and technologies that elevate both customer and agent experience.

Requirements

• 8+ years of experience in Customer Support or Service, with proven success leading multi-level teams in a SaaS or technology environment.
• Customer-First Mentality: Builds processes with a focus on positively impacting the customer experience.
• Scaling Experience: Proven track record in a key customer-facing role during major scale-up phases (e.g., ARR growth from ~$10M → $50M+ → $100M+) and grew the customer base from fewer than 50 to 100 to 200 to 500.
• High-Growth / Start-Up Familiarity: Hands-on experience leading support teams in high-growth SaaS environments, scaling from early-stage through enterprise maturity.
• Technical Acumen: Experience working with complex, highly technical products with the ability to create predictable triage and support teams.
• Data Driven: A track record of improving operational metrics such as CSAT, FRT, backlog, and deflection.
• People Leadership & Development: Demonstrated ability to build, lead, manage, and inspire high-performing teams. Strong track record of mentoring and developing top talent into future leaders.
• Operator & Integrator: Brings operational rigor and an in-the-trenches leadership style, balancing vision with flawless execution.
• Systems Thinker: Recent examples of building scalable infrastructure, systematizing customer processes, optimizing tech stacks, implementing repeatable playbooks, and creating a unified customer experience.
• Deep familiarity with Service Cloud or similar platforms, and a passion for driving technology adoption and continuous improvement.
• Efficiency & Execution: Embodies an 80/20 mindset with a proven ability to “build the rocket ship while flying it.”

Responsibilities

• Build, develop, and inspire a team that consistently delivers exceptional service and drives measurable improvement across key metrics (CSAT, FRT, ART, backlog, deflection rate, ticket volume by tier, etc.).
• Ensure satisfaction, and support issue resolution particularly for complex or strategic accounts.
• Establish clear baselines, monitor trends, and lead initiatives that improve responsiveness, quality, and efficiency across all support tiers.
• Drive a shift towards self-service support, implementing strategies that empower customers to find answers quickly while maintaining a premium support experience.
• Build progression frameworks, coach future leaders, and create a culture of growth and accountability within the Support team.
• Translate customer feedback into actionable insights that drive improvements across the wider business.
• Maintain efficient staffing and resource models that support growth and align to customer needs.
• Work closely with Quality, Product, and Revenue teams to highlight customer insights, influence product decisions, and uncover new commercial opportunities.
• Lead the adoption and optimization of support tooling, ensuring it’s used effectively across the team.
• Partner with internal stakeholders to identify, test, and roll out new tools and technologies that elevate both customer and agent experience.

Benefits

• Competitive Compensation: Polly offers competitive salaries designed to reward your expertise and direct impact/contributions.
• Comprehensive Health Coverage: Employees enjoy 100% company-paid medical, vision, dental, disability, and life insurance, granting peace of mind.
• Flexible Vacation, Done Right: Take time off to recharge when you need it with Polly’s flexible, non-accrued vacation policy—because we trust you to balance work and life.
• Hybrid Environment: Polly employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs, located in Dallas-Fort Worth and San Francisco.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 101-250 employees