Director Of Customer Support

Director Of Customer Support

Location: Our company is headquartered in Las Vegas, NV. This in-office position, open to candidates in Las Vegas, NV.

About The Role

The Director of Customer Support is both a strategist and a builder, a hands-on leader who can transform our B2C Support function into a scalable, tech-driven operation. This role blends daily operational ownership with strategic leadership, ensuring our team delivers consistently high-quality customer experiences while building the foundation for long-term scalability. You will oversee frontline service, member reports, content moderation, escalations, quality assurance, fraud, and payments. The right candidate will bring both the expertise and the ambition to elevate Support into a modern, technology-enabled operation while leading a team that is accountable, adaptable, and customer-focused. This is not a call center environment — we are looking for someone who thrives in tech-driven, consumer-facing industries such as online platforms, e-commerce, gaming, or fintech.

What You'll Do

Team leadership and accountability

• Lead a diverse team across frontline service, member reports, moderation, escalations, quality, fraud, and payments.
• Set clear expectations, hold people to high standards, and build a culture of accountability, adaptability, and continuous improvement.
• Own staffing plans and schedules that balance coverage, efficiency, and performance.

Operations and escalations

• Manage and support the teams handling the various support tasks.
• Stay close to the work: review queues, step into high-impact cases, and remove blockers.
• Ensure accuracy in triage, tagging, and escalations, and maintain consistently high service standards.
• Monitor daily execution and address performance gaps quickly with coaching or corrective action.

Training, quality, and process

• Build a repeatable training program that equips every team member to perform at a high level.
• Strengthen quality assurance with structured reviews, calibration, and actionable feedback.
• Drive root-cause fixes that reduce rework and prevent recurring issues.
• Develop mentorship and coaching practices that help individuals grow and prepare for broader responsibilities.

Technology, data, and cross-functional impact

• Use support-platform data and AI-driven insights to track performance, streamline workflows, and elevate results.
• Partner with the data team to ensure company-wide visibility and accountability.
• Work with AI and automation already in place to increase speed and accuracy, and ensure adoption translates into measurable results.
• Collaborate with product, AI, and other teams to resolve systemic issues and make Support a strong, proactive voice shaping company priorities.

Required Skills And Qualifications

• Bachelor's degree required.
• 5+ years of experience in customer support, operations, or a related field.
• 3+ years of leadership experience managing teams and owning performance outcomes.
• Proven ability to balance hands-on operational work with broader team leadership and accountability.
• Strong knowledge of support operations, including frontline service, member reports, moderation, escalations, quality assurance, fraud, and payments.
• Demonstrated success in building training programs, implementing process improvements, and driving measurable results.
• Proficient in support platforms and reporting tools, with the ability to monitor metrics and use data to drive decisions.
• Strong familiarity with AI and automation tools that enhance support operations, and proven ability to integrate them into daily workflows.
• Strong cross-functional collaboration skills, with experience working alongside product, development, or related teams.
• Excellent communication and interpersonal skills, with the ability to set expectations, deliver feedback, and influence at multiple levels of the organization.
• Ability to thrive in a fast-paced, high-volume environment while maintaining composure and sound judgment.

Nice To Haves

• Direct experience with Freshdesk as a support platform.
• Background in fraud prevention, payment operations, or online platform support.
• Knowledge of best practices for training, QA, and escalation management.
• Experience scaling teams or reshaping workflows in lean, high-growth environments.
• Interest in using technology to make support more efficient and effective.