Full-Time Director, Customer Support

• Team Leadership and Development (Tier 1 Customer Support): Recruit, train, and develop Leads, Managers, and Associates for the Tier 1 Customer Support team.
• Support Operations Team Leadership: Lead the Support Operations Team with the primary goal of facilitating tasks and enhancing efficiency for Support Leaders and Teams.
• Operational Oversight and Strategic Planning: Develop and maintain comprehensive reports (e.g., closed cases, response times, escalated tickets) and continuously evaluate performance metrics to identify and implement corrective actions and improvements.
• Responsible for leading and managing efforts to leverage AI partners to create a warm welcome experience for teachers, while also providing accurate responses and resources for educators to deflect chats from reaching front-line teams.

• 4+ years of experience leading and managing high-priority customers/escalations while providing solutions and expected outcomes, OR an equivalent combination of education and experience.
• Proven experience in customer support management, preferably handling diverse products or teams within a technology or education sector.
• Proficiency in CRM tools (e.g., Salesforce), report generation, and AI deflection knowledge.
• Exceptional communication, collaboration, and interpersonal skills.

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