Director of Support

BUFFINI & COMPANY•Carlsbad, CA

5d•$115,000 - $130,000•Remote

About The Position

The Director of Support leads and develops a high-performing Support team that delivers exceptional Member experiences. The role shapes the support vision, technology, and processes for scalable and efficient service, combining direct team leadership with self-service, automation, and continuous improvement so Members receive accurate, timely, and personal support. This position owns the Support experience vision and tool-stack strategy, including quarterly reviews of support tools and the roadmap for optimizing systems and workflows. It sets experience standards across support channels, translates Member feedback and inquiry trends into measurable improvements with internal partners, and oversees daily support operations and coverage. The Director is accountable for Member satisfaction, service-level performance, timely first responses, efficient resolution, and prompt, clearly owned escalation handling. The role improves operational efficiency by establishing process-time baselines, streamlining workflows, coaching efficient and personal phone support, reducing call wrap-up time, and observing team workflows quarterly. It also develops automated self-service chat and a Zendesk Help Center knowledge base, with standards for content ownership, accuracy, and regular review. The role recruits, develops, and retains Client Care team members; maintains quarterly scorecards; holds and documents biweekly individual meetings; balances workloads; runs a monthly quality assurance program across phone, chat, and email; and completes annual performance and compensation reviews. The Director sets quarterly SMART goals supporting Client Success initiatives and partners with their supervisor on personal development goals.

Requirements

At least 5 years of experience in client support or service operations, including at least 3 years directly managing a team.
Bachelor’s degree or equivalent practical experience.
Demonstrated success managing service performance against client satisfaction, response-time, resolution-time, and SLA goals.
Experience using Zendesk to improve workflows, reporting, routing, and client experience.
Proven ability to streamline processes and deliver measurable productivity improvements while maintaining service quality.
Experience implementing or improving automated chat, self-service tools, and client knowledge bases.
Strong people leadership skills, including hiring, coaching, quality assurance, and performance management.
Ability to develop a support strategy and technology roadmap while remaining accountable for daily operations.
Strong analytical and communication skills, with experience partnering across Product, Technology, and Client Success.
Ability to hire high-performing talent and develop people through coaching.
Listening, initiative, problem-solving, teamwork, and clear written and verbal communication skills.
High personal and team performance standards, strategic thinking, and ability to communicate the big picture and assess trends.
Alignment with servant leadership, a people-first philosophy, the company mission and Work by Referral system, and values of energy, optimism, personal growth, excellence, and accountability.

Responsibilities

Establish and maintain a Support experience and tool-stack strategy and roadmap aligned with the company mission, Member needs, and business priorities; review and update it quarterly.
Define and implement experience standards across support channels and ensure consistent adherence.
Conduct quarterly reviews of support tools and use findings to maintain a documented strategy for optimizing systems and workflows.
Translate Member feedback and inquiry trends into measurable improvements in partnership with internal departments.
Oversee daily support operations, coverage, and execution of core business initiatives.
Achieve and maintain high Member satisfaction and consistent performance against service-level agreements.
Ensure timely first responses and efficient ticket resolution; promptly resolve escalations with clear ownership and proactive Member communication.
Build a culture of accountability, servant leadership, continuous learning, and personal care for Members.
Establish baseline completion times for core processes and streamline workflows to reduce completion times and improve efficiency.
Coach the team to handle phone calls efficiently while providing thorough, personal support, and reduce call wrap-up time through effective processes and tools.
Conduct quarterly workflow observations with each Client Care team member to identify process improvements and better use of Pilot AI and macros; document feedback and track progress.
Increase inquiries handled per team member while maintaining service quality and Member satisfaction.
Launch automated self-service chat support that resolves Member inquiries without agent involvement.
Develop the Buffini Support Help Center knowledge base in Zendesk with complete product documentation; establish content ownership, accuracy standards, and regular review cycles.
Ensure inquiries requiring human support are routed to the appropriate team.
Recruit high-caliber team members using the Top Grading Interview Method.
Update team-member scorecards quarterly with key performance expectations.
Conduct and document biweekly individual meetings with each team member to build relationships, assess performance, maintain motivation, and set development goals.
Maintain balanced workloads through equitable distribution of case volume.
Design and implement a monthly quality assurance program evaluating each team member’s phone, chat, and email interactions.
Complete annual performance and compensation reviews for all Client Care team members.
Set and achieve quarterly SMART goals that deliver measurable results in support of Client Success initiatives and business priorities.
Partner with the supervisor to set and achieve personal SMART development goals and demonstrate progress in biweekly individual meetings.