Director, Customer Support
About The Position
About Vehlo: Vehlo, founded in 2019, aims to be the leading provider of repair shop technology, offering software and financial solutions to enhance vehicle service success. Their products support the entire service lane experience, including communication, workflow automation, touchless payments, and valet pickup, serving over 30,000 customers and generating more than 50 million annual repair orders. Vehlo emphasizes customer success, growth, and recognition for its employees, referred to as 'Veeps'. About the Role: The Director of Customer Support will oversee the entire customer support experience for dealership customers across the Service Drive and Recon portfolios. This leadership role requires building scalable processes, driving efficiency, and fostering a metrics-driven culture to ensure minimal disruption and maximum value from Vehlo's platform. The position operates in a fast-paced, results-oriented environment focused on operational excellence and continuous improvement. The Director will be responsible for transforming the support team, leveraging AI agents for routine tasks while focusing human expertise on complex interactions. A key aspect of the role involves crafting Vehlo's AI support strategy, including building AI agents and voice channels, and scaling the team's ability to identify and convert Customer Success Qualified Leads, positioning support as a growth engine and competitive differentiator. The goal is to provide brilliant, always-on tech support by empowering and accelerating the team's capabilities.
Requirements
- Bachelor's degree required
- 10+ years in customer support/service leadership
- 5+ years managing multi-tiered support organizations of 25+ FTEs in both remote and onsite call center environments
- Experience in a PE-owned, private equity-backed, or high-growth SaaS environment strongly preferred with track record of scaling support operation
- Deep fluency with support tooling (Zendesk, Salesforce Service Cloud, Intercom, or similar) and support analytics
- Experience implementing AI/automation in support workflows (chatbots, ticket deflection, agent assist tools)
- Proven ability to manage 24/7 or extended-hours support models aligned to dealership operating hours
- Excellent communication skills
Nice To Haves
- Automotive, dealership, fixed-ops, DMS, or adjacent vertical SaaS experience strongly preferred
Responsibilities
- Build, lead, and scale a multi-tier support organization (Tier 1–3, escalations, technical support) across shifts/geographies as needed to support dealership hours of operation
- Define and execute the customer support strategy aligned with company growth objectives, including integration of acquired businesses' support functions
- Serve as leadership sponsor for major accounts and escalated issues, partnering with Sales, Customer Success, and Product
- Own key support KPIs: CSAT, NPS, first-response time, resolution time, ticket backlog, escalation rate, and cost-per-ticket
- Build and continuously optimize support workflows, tooling (helpdesk/CRM platforms), knowledge base, and self-service resources to improve efficiency and reduce cost-to-serve
- Implement tiered support models, staffing forecasts, and workforce management practices to balance service quality with labor cost
- Develop dashboards and reporting cadences for executive leadership on support performance, cost trends, and customer health
- Identify and execute cost-optimization and productivity initiatives (automation, AI-assisted support tools, offshoring/outsourcing evaluation where appropriate)
- Build deep expertise in dealership service lane workflows (RO management, multi-point inspections, technician workflows, parts/labor, CRM/DMS integrations) to ensure support reflects real-world dealership operations
- Serve as the voice of the customer, feeding structured insights to Product and Engineering on recurring issues, feature gaps, and reliability concerns
- Develop escalation protocols for high-severity/downtime issues that directly impact dealership service lane operations (a critical concern given revenue-generating, time-sensitive workflows)
- Recruit, coach, and develop support managers and front-line leaders; build career pathing and training programs
- Establish a performance management culture with clear accountability, coaching, and recognition frameworks
- Foster a culture of ownership, urgency, and customer empathy appropriate to a high-stakes, real-time service environment
Benefits
- Medical, dental, vision, and life insurance
- 401(k) with company match
- Paid time off and holidays
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What This Job Offers
Job Type
Full-time
Career Level
Director
