Director of Customer Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of our Customer Support organization, strategy, and daily operations across all customer support interactions.

• Lead, mentor, and develop our Customer Support team, fostering a culture centered on ownership, responsiveness, and ongoing improvement.

• Create service level agreements (SLAs) and quality benchmarks, ensuring we consistently meet them.

• Develop and manage crucial support metrics and KPIs related to support across the organization.

• Guarantee that both buyers and sellers enjoy an outstanding experience during high-value vehicle transactions, striking a balance between speed, accuracy, and empathy.

• Oversee and enhance our support technology infrastructure, workflows, automation, and knowledge base.

• Build scalable documentation and manage knowledge effectively.

• Act as the escalation point for support issues and work on developing improved processes.

• Collaborate with various teams to continuously enhance our platform, tools, and internal procedures.

• Work closely with our product and operations teams to refine customer experience through product design and upstream processes.

⛳️ Requirements

• Over 7 years of experience managing customer support across multiple channels, particularly phone and email.

• Demonstrated experience establishing and driving support-related KPIs within a rapidly growing startup environment.

• Strong analytical instincts and a comfort level with directly handling support metrics.

• Ability to achieve results through influence and leverage rather than relying solely on headcount.

• A profound passion for enthusiast cars and the automotive industry.

• Comfortable navigating ambiguity and making difficult trade-offs.

• Experience with high-value transactions.

• Preferred: previous experience with automotive transactions, title transfers, or similar processes.

🏝️ Benefits

• Equity

• Competitive compensation

• Remote flexibility