Director of Support
Blackthorn.io
full-time
Posted on:
Location Type: Remote
Location: Remote • Arizona, California, Colorado, Florida, Illinois, Kentucky, Maryland, Minnesota, Missouri, Montana, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, South Dakota, Texas, Virginia, Washington, Wisconsin • 🇺🇸 United States
Visit company websiteSalary
💰 $120,000 - $130,000 per year
Job Level
Lead
Tech Stack
Cloud
About the role
- Review our current Support structure, case flow, and metrics. You'll identify what’s working and what needs to be rebuilt.
- Redesign the framework for ownership, escalation, and RCA tracking across Tier 1 and Tier 2.
- Strengthen and enhance the KPIs and scorecards already in progress to show performance and progress clearly.
- Manage Tier 1 and Tier 2 teams with a focus on ownership, speed, and quality.
- Build consistent 1:1 and QA rhythms that grow accountability.
- Foster a team that learns fast, speaks up, and owns outcomes.
- Lead a Case Layout Optimization project to make the team’s daily work faster and cleaner.
- Evaluate whether we stay on Service Cloud or move to a dedicated support platform. Present a clear recommendation with pros, cons, and milestones.
- Launch automation and AI projects that reduce repetitive work and improve first responses.
- Build out the knowledge base to power deflection and faster answers.
- Use data, sentiment, and trends to pinpoint issues and improve training and process.
- Make sure every customer interaction feels clear, fast, and human.
- Keep our CSAT average at 4.8 or higher as survey coverage expands.
- Feed root cause and customer insights back into Product and Engineering so we keep getting better.
- Build a motivated team culture grounded in accountability and progress.
- Create a Support Highlights or Leaderboard program to celebrate wins and showcase performance.
- Be a thought partner to the VP of Customer Experience on system design, quality, and efficiency.
Requirements
- 7+ years in technical or customer support, with at least 3 years leading a team.
- Experience working in or supporting a Salesforce ISV, consulting partner, or integration app.
- Strong troubleshooting and problem-solving skills. You can turn complex issues into simple actions.
- Proven ability to rebuild or redesign support processes, systems, or data models.
- Solid analytical and process thinking. You see how the details connect to the bigger picture.
- Familiarity with AI or automation tools that make support smarter and faster.
- A curious, proactive mindset. You notice patterns, ask questions, and act fast when something feels off.
- A builder’s mentality. You’re not afraid to jump into the weeds while also setting the stage for scale.
- Familiarity with the Salesforce ecosystem is a plus, as is Higher Education experience.
Benefits
- An incredible team of smart and supportive people
- A deep feeling of satisfaction and completion
- Fully remote global team working from home
- Stock options for every employee
- Flexible work week
- $400 office stipend
- Maternity/Paternity leave
- Student loan debt assistance
- Pledge 1% - time off during the year for helping nonprofits
- Health insurance contribution (if in the US)
- Children's 529 college fund assistance (if in the US)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingproblem-solvingprocess redesigndata modelinganalytical skillsprocess thinkingautomation toolsAI toolsKPI developmentcase flow management
Soft skills
leadershipaccountabilityteam buildingcommunicationcuriosityproactivityadaptabilitycritical thinkingcollaborationmotivation