Full-Time Director of Support
OpenPhone is hiring a remote Full-Time Director of Support. The career level for this job opening is Manager and is accepting USA, Canada based applicants remotely. Read complete job description before applying.
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OpenPhone
Job Title
Director of Support
Posted
Career Level
Full-Time
Career Level
Manager
Locations Accepted
USA, Canada
Salary
YEAR $152000 - $189000
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Job Details
We’re looking for a strategic, data-driven, and operationally minded Director of Support to lead and scale our front-line support organization. You’ll play a critical role in improving the customer experience, overseeing day-to-day service operations, and partnering with BPOs and internal teams to maintain world-class quality and efficiency as we grow.
This role is ideal for an exceptional leader with deep experience in customer support operations, strong BPO management chops, and a proven track record of building scalable systems and processes that drive a best-in-class customer experience.
What you'll do
- Launch and operationalize inbound phone support, building the systems, processes, and staffing models required to support this new channel
- Lead and improve OpenPhone’s frontline support team, including both in-house and BPO agents, across channels like email, live chat, SMS, and phone
- Own support KPIs (CSAT, AHT, FRT, backlog, contact rate) and proactively identify and act on performance trends and improvement opportunities
- Collaborate cross-functionally with Product, Engineering, and CX Ops to drive improvements in tooling, automation, and product feedback loops
- Implement scalable processes and systems to support rapid customer growth and a high-performance team environment
- Coach and develop support managers and team leads to strengthen leadership and operational depth across the organization
- 7–10 years of experience in customer support operations, with at least 5 years in a leadership role overseeing call center teams
- A successful track record of launching and scaling inbound phone support from the ground up
- Hands-on experience implementing AI tools to drive efficiency and automation in support workflows
- Proven ability to lead high-volume, multi-channel teams, including oversight of global BPO partners
- Strong analytical skills and a data-driven approach to performance management, using dashboards and reporting tools to guide decisions
- Deep familiarity with support platforms like Zendesk, Retool, and workforce/QA systems
- A customer-obsessed mindset paired with sharp business judgment and a focus on scalable, sustainable solutions
- Experience supporting technical or SaaS products, with a firm grasp of troubleshooting workflows
- Excellent communication skills and a collaborative approach to working cross-functionally across teams
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time Director of Support at OpenPhone is
27th of July 2025
. We consider jobs older than one month to have expired.
Which countries are accepted for this remote job?
This job accepts [
USA, Canada
] applicants. .
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