Director of Customer Support

EverPass Media•Chicago, IL

4d•$130,000 - $160,000•Hybrid

About The Position

EverPass is seeking a Director of Customer Support to lead and scale our customer support organization. This is a hands-on leadership role responsible for both strategy and execution. The Director of Customer Support will own end-to-end support operations across hardware and software, serving SMB and enterprise customers to provide first-class service, and ensuring systems and tools scale with the business.

Requirements

Bachelor’s degree required
7+ years of experience in customer support, service or operations, including 3+ years in leadership
Experience supporting hardware and software products in a B2B environment
Experience supporting SMB and enterprise customers
Proven success scaling support teams and tooling
History of implementing and optimizing CRM, helpdesk, or contact center technologies (Zendesk, Salesforce Service Cloud, Aircall, etc.)
Hands-on experience with IVR, automation, AI-assisted support, and knowledge systems
Proven success of management concepts and practices including supervising and motivating employees, performance management, and employee development/training
Expertise in continuous improvement methodology and a passion for consumer-centric innovation
Data-driven and analytical, with a track record of using insights to drive improvements
Hands-on leader with a proactive, pragmatic, and collaborative approach
Available to work nights and weekends, based on event needs

Nice To Haves

Industry experience: streaming, sports or tech industries strongly preferred

Responsibilities

Partner with VP of Operations on Customer Support strategy, operations, and performance
Build, lead, and scale a high-performing Customer Support team
Drive improvements in CSAT, response times, resolution times, backlog, and SLA adherence
Design and optimize support workflows, escalation paths, and coverage models
Lead the selection, implementation, and optimization of support tools, including IVR, ticketing, CRM integrations, and AI-powered automation
Serve as an escalation point for complex hardware and software issues
Partner with Product, Engineering, Operations, and Sales teams to identify customer trends and reduce contacts with product improvements
Help to represent the voice of the customer in company wide meetings & cross-functional partnerships as needed
Lead and scale customer support organization of in-house and outsourced professionals

Benefits

Competitive Compensation
Medical, dental, vision, life, and long-term and short-term disability insurance
Professional Development Programs
Access to senior management and mentoring opportunities
Employee Recognition Program
Unlimited PTO
Paid Parental Leave
Mental Health and Recharge Days
401k Match
Pre-tax Transportation
Employee Assistance Program
In-person and Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours