Director of Support

Impel

2d • Remote

About The Position

The Director of Support, reporting to the Sr. VP, Customer Success, leads
Impel’s customer support organization to deliver a high-quality, scalable, and
customer-first support experience. This role provides strategic and operational
leadership across technical and AI-driven support teams, ensuring excellent
customer outcomes while scaling support operations in line with company growth.

Requirements

• Proven experience leading technical or customer support organizations, including people leaders.
• Automotive industry experience is strongly preferred.
• Experience supporting AI-driven data platforms or complex SaaS products.
• Bachelor’s degree or equivalent experience; advanced degree a plus.
• Strong operational, analytical, and cross-functional collaboration skills.
• Ability to balance hands-on execution with strategic planning.
• Comfortable operating in a fast-paced, evolving environment.

Responsibilities

• Lead and develop support managers and teams across regions, driving accountability, performance, and engagement.
• Own day-to-day support operations, including workflows, escalation management, and incident response.
• Monitor and analyze support metrics to improve efficiency, quality, and customer satisfaction.
• Own and evolve the support technology stack (ticketing, chat, phone, monitoring, and knowledge base).
• Partner with Product, Engineering, Implementation, Sales, and Customer Success to resolve complex issues and address root causes.
• Serve as an escalation point for high-impact customer issues.
• Promote inclusive, respectful, and customer-first practices aligned with company values.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 101-250 employees