Director, Client Support

Director of Client Support

LIFELENZ is a rapidly growing team of mathematicians, engineers, designers, computer scientists, strategists, and client success experts based in the U.S., Canada, Australia, and UK building a machine learning-based, advanced analytics workforce and human capital management platform. We have built and maintained over 20+ platforms over a 19-year period. We have won many awards for client delivery and collectively contributed to over 100+ global patents for complex software platforms. In the past 2 years, the business has been funded over $20M USD as we deliver metrics that will unlock our Series B funding in early Q1 2026, providing us with significant capital to accelerate our growth & expansion across verticals and geographies while further driving our dominance in the US QSR Top Brands market.

Our mission is to create optimized outcomes for both employers and employees.

LIFELENZ is an automated workforce and human capital management platform solving challenges related to onboarding, sales & labor forecasting, scheduling & time clock/keeping, insights & reporting, and labor law compliance. It uses machine learning to automatically self-tune and self-manage models to a particular store with hyper-local attributes. The technology approach and analytic methodologies used enable the distribution across large-scale centralized ownership and highly fragmented franchised ownership companies.

Role Overview

As the Director of Client Support at LIFELENZ, you will lead the global client support function, ensuring clients receive timely, effective, and high-quality assistance throughout their lifecycle. This role will oversee the global support team and manage the Level 1 offshore support partnership, establishing a best-in-class support framework aligned to client needs and organizational goals. The Director will also be responsible for defining KPIs, scaling processes, and acting as a senior escalation point to ensure a consistent client experience.

This role demands a leader who can blend operational rigor with client empathy to deliver a consistently high-quality support experience. This position requires someone who thrives in building and scaling global support structures, balancing strategic process design with hands-on involvement in critical escalations. The role demands the ability to manage and optimize offshore partnerships, ensuring service levels are met while maintaining seamless alignment with internal teams. It requires strong analytical skills to track performance metrics and drive continuous improvement, coupled with the leadership presence to inspire teams and instill accountability. Above all, this role calls for a leader with a client-first mindset, ensuring every interaction reinforces trust, strengthens relationships, and supports long-term client success.

Key Responsibilities

Strategic Leadership

• Develop and execute a global client support strategy aligned with business goals and customer expectations.
• Champion a hybrid support model integrating AI, automation, and human expertise to enhance responsiveness and scalability.

Team Development

• Lead, mentor, and grow a high-performing global support team with a focus on empathy, agility, and excellence.
• Promote a culture of continuous learning, innovation, and ownership.

Operational Excellence

• Oversee support operations across regions, ensuring SLA compliance, root cause analysis, and durable corrective actions.
• Implement ITIL-aligned processes for Incident, Problem, Change, and Knowledge Management.

Technology & Innovation

• Leverage AI-powered tools (e.g., chatbots, predictive issue detection, intelligent routing) to improve resolution times and customer satisfaction.
• Drive adoption of self-service platforms and dynamic knowledge bases to reduce ticket volume and empower clients.

Client Engagement

• Serve as the executive escalation point for critical issues, ensuring timely resolution and transparent communication.
• Lead proactive engagement initiatives including health checks, adoption programs, and executive business reviews.

Cross-Functional Collaboration

• Partner with Product and Engineering to influence roadmap priorities based on client feedback and support insights.
• Ensure seamless integration between support, implementation, and product engineering teams.

Performance & Compliance

• Define and monitor key performance indicators (KPIs), publishing regular reports to stakeholders.
• Ensure compliance with global security, privacy, and regulatory standards.

Financial Stewardship

• Manage support budgets, capacity planning, and forecasting to optimize resource allocation and cost efficiency.

Hands on involvement

• Demonstrate a proactive and engaged approach by personally addressing and resolving support issues when necessary, ensuring swift and effective solutions for clients.
• Exhibit readiness to provide on-call support outside of standard business hours, managing escalations for high-priority incidents with professionalism and urgency.

Knowledge, Experience & Qualifications:

• Bachelor's degree in Business Administration, Information Systems, or related field.
• 10+ years in client support or service delivery leadership, with global/multi-regional experience.
• 5+ years managing support for mission-critical SaaS applications with strict SLA requirements.
• Proven success in building scalable support models including follow-the-sun and tiered support.
• Deep expertise in ITIL frameworks and enterprise support platforms (e.g., Salesforce Service Cloud, Zendesk, ServiceNow).
• Skilled in executive-level client relationship management and critical issue resolution.
• Exceptional leadership, strategic thinking, and communication skills.
• Strong problem-solving abilities, with a proactive approach to addressing complex challenges.
• Highly organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment.
• Familiarity with SaaS business models and subscription-based client success metrics.
• Experience in leveraging AI, automation, and analytics to drive support transformation.
• Familiarity with workforce management and time & attendance solutions is a plus.
• Willingness to travel for client and internal leadership engagements.

LIFELENZ Values:

As an employee at LIFELENZ, you are expected to operate in line with our workplace values:

• Customer Centricity
• Disruptive Innovation
• Take The Hill Teamwork
• Extreme Ownership
• Simple, Small, Now
• Embrace Ambiguity
• Collaborative Autonomy

Why LIFELENZ?

We are a ground-breaking platform with a unique vision (we can't give away our secrets here!). If you like working in a collaborative environment which values inclusion, flexibility, and challenging the status quo then we would love to hear from you!

We have office locations in Adelaide, Chicago, Washington D.C, and people based in Australia, US, Canada, and the UK.

Our growth is led by working with some of the largest companies in the world. We are always on the lookout for aspiring individuals, who are naturally curious, with tenacious problem-solving and critical thinking skills. If you feel this role is for you, please apply – an enthusiastic, high performing team awaits!

Join our team today!