Director of Customer Support
About The Position
EverPass Media is redefining the role of TVs in businesses by blending exclusive top-tier sports and entertainment with unmatched marketing innovation. With a focus on premium content like NFL Sunday Ticket, smart promotions, and seamless partnerships, we offer a cloud-based platform that combines ease of use with advanced functionality and reliability. We're empowering business owners to control their content like never before, ensuring their screens are more than just TVs—they're key to engaging, entertaining, and understanding their customers to help drive business results. We are poised to leverage our strong leadership, innovative technology, and strategic partnerships to become the go-to destination for on-premise entertainment and marketing. Position Overview: 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 ensur ing 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
- Hybrid In-person and Virtual
- Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours
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What This Job Offers
Job Type
Full-time
Career Level
Director
