Director of Customer Support

Tekmetric

7d•Remote

About The Position

Tekmetric is seeking a Director of Customer Support to lead the quality, efficiency, and people strategy of its customer support organization. The role is accountable for customer satisfaction and quality assurance across all support channels and tiers, including Tier 1–3, and for developing the team, processes, and metrics needed to scale support within a growing SaaS business. The Director will lead managers and team leads and establish consistent standards and programs for measuring, coaching, and sustaining service quality across phone, chat, email, and AI-assisted interactions. The Director will define team structure and career paths, develop support leaders and agents, and own the customer experience across support interactions. Support Operations manages the systems, data, forecasting models, and process infrastructure; this role will partner with Operations by prioritizing improvements and supporting them with data. The position also partners with Product, Engineering, Customer Success, and other teams to address root causes and use support insights to reduce contact volume. During the first year, the Director is expected to establish a unified QA and customer satisfaction framework across channels and tiers; improve CSAT and resolution quality while maintaining or improving efficiency metrics; define career paths, training, and coaching practices; turn support insights into product and process fixes; and work with Operations to refine forecasting, staffing, and reporting. The role reports to executive leadership and works cross-functionally in a fast-paced, remote-first environment where support is viewed as a driver of retention and growth. Tekmetric offers hybrid and remote work models based on proximity to office hubs. Travel is expected for every role, including attendance at several company and team offsites each year. The company describes its culture as collaborative, direct, ambitious, and ownership-oriented, with an emphasis on customer outcomes, initiative, feedback, and meaningful work.

Requirements

At least 8 years of experience in customer support or contact center operations, including at least 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, and across Tier 1–3.
Demonstrated success building career paths, training programs, and coaching frameworks that improve retention and performance.
Strong analytical skills and experience using KPIs and dashboards to drive decisions.
Experience managing a department, including headcount planning and forecasting.
Hands-on experience with support platforms such as Salesforce, Zendesk, Intercom, or similar.
Exceptional communication and executive presence, including the ability to translate operational data into leadership-ready insights.
Background in SaaS or technology-sector support organizations.

Nice To Haves

Experience implementing or optimizing AI and automation in support, such as chatbots, deflection, or AI-assisted QA.
Experience with QA and conversation intelligence tools such as Gong.
Experience scaling a support team through rapid growth.
Familiarity with automotive or other vertical SaaS industries.

Responsibilities

Own customer satisfaction outcomes, including CSAT and NPS, across phone, chat, email, and AI-assisted support interactions.
Design, run, and continuously improve the QA program for Tier 1, Tier 2, and Tier 3, including scorecards, calibration sessions, and sampling methodology.
Ensure quality standards are consistent across channels and tiers, and use QA findings to drive coaching, training, and process changes.
Review customer feedback, low-CSAT interactions, and escalations to identify trends and drive corrective action.
Set quality benchmarks and hold managers and team leads accountable for results.
Evaluate and improve the quality of AI- and automation-handled interactions alongside human-handled contacts.
Own operational efficiency metrics, including FCR, AHT, TTR, SLA adherence, backlog, and cost per contact.
Partner with Support Operations on forecasting, staffing, scheduling, and capacity planning to meet service levels.
Lead initiatives to reduce handle time, increase deflection and self-service, and improve resolution rates without sacrificing quality.
Define and maintain escalation paths, tier definitions, and handoff processes between Tier 1, Tier 2, and Tier 3.
Evaluate gaps in the support technology stack, including ticketing, telephony, QA, knowledge base, and AI tools, and provide feedback.
Hire, onboard, and retain a high-performing support organization, including managers, team leads, and frontline agents.
Build career paths and role definitions from Tier 1 through leadership, including promotion criteria, skill matrices, and development plans.
Lead coaching and performance-management practices and equip managers to provide consistent, data-driven feedback.
Own training strategy, including new-hire onboarding, product and tool training, soft-skills development, and ongoing upskilling.
Foster accountability, engagement, and recognition; monitor team health, attrition, and morale.
Develop and execute the customer support strategy and multi-year roadmap in alignment with company goals.
Own headcount planning and organizational design based on forecasted needs.
Represent the voice of the customer by translating 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 regular performance reporting and data-driven recommendations to executive leadership.
Identify gaps in the knowledge base and support documentation, and champion self-service resources.
Lead the team through change, including product launches, customer incidents, and periods of rapid growth.

Benefits

Flexible remote work; hybrid and remote work models are available based on proximity to office hubs.
Competitive base salary.
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 the company covers 50% of family plan costs.
Free confidential counseling through BetterHelp.
401(k) 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 per month toward fitness, mental health, or other wellness needs.
$300 home office setup bonus after one year of employment.
Support for continuing education.