Director of Customer Support

The role

The Director of Customer Support will own the quality, efficiency, and people strategy of the customer support organization. This leader will manage support across phone, chat, email, and AI-assisted channels to drive customer satisfaction and scale with the SaaS business.

What you will do

• Own customer satisfaction outcomes including CSAT and NPS across all channels
• Design and improve the QA program for Tier 1, Tier 2, and Tier 3
• Ensure quality standards are applied consistently across channels and tiers
• Review customer feedback and escalations to identify trends
• 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
• Hire, onboard, and retain a high-performing support organization
• Build clear career paths, role definitions, and development plans
• Lead coaching and performance management practices
• Develop and execute the customer support strategy and multi-year roadmap

Required qualifications

• 8+ years of experience in customer support or contact center operations
• 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 (phone, chat, email) and tiers (Tier 1–3)
• Demonstrated success building career paths, training programs, and coaching frameworks
• Strong analytical skills with experience using KPIs and dashboards to drive decisions
• Experience managing a department including headcount plan, and forecasting
• Hands-on experience with support platforms such as Salesforce, Zendesk, Intercom, or similar
• Exceptional communication and executive presence
• Background in SaaS or technology-sector support organizations

Nice to have

• Experience implementing or optimizing AI and automation in support
• 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

Benefits

• Remote work flexibility
• Competitive base salaries
• Flexible PTO
• Paid maternity, parental bonding, and medical leave
• Comprehensive health benefits including Medical, Dental, Vision, and Prescription coverage
• 100% premium coverage for employees; 50% for families
• Free, confidential counseling through BetterHelp
• 401(k) Retirement Savings 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/month toward fitness, mental health, or wellness
• $300 home office setup bonus after one year of employment

About the company

Tekmetric is an all-in-one, cloud-based software helping auto repair shops run smarter, grow faster, and serve customers better. Founded in Houston in 2017, it provides a platform that simplifies operations for shop owners.