Director

• Manage the support team and current ticketing workflows to ensure we meet all SLAs and deliver consistent, reliable service while new systems are being built
• Provide strong people leadership for a transactionally focused team with clear expectations, coaching, and day-to-day guidance
• Build a culture centered on ownership, problem-solving, and continual improvement
• Lead the measurement of value by determining where support acts as a value driver for clients and strengthening the features and services that create meaningful impact
• Create clear metrics and frameworks that show how support contributes to client retention, satisfaction, and overall performance
• Maintain operational stability during periods of change by building dependable processes and ensuring consistent delivery
• Design and implement automation tools, including in-app chat, chatbots, automated routing, and intelligent assignment workflows
• Build internal tooling and streamlined processes that reduce manual effort and elevate the customer experience
• Evaluate and integrate modern technologies that increase efficiency and accuracy across the support lifecycle
• Partner closely with engineering, operations, and product teams to close feedback loops and address root causes rather than surface-level issues
• Manage configuration and deployment of tools to support the daily operations of the support organization.

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