Director of Customer Support

Job Description
Our client is looking for a hands-on Customer Support Leader to own and scale a best-in-class support experience across Consumer and Operator businesses. In this role, you’ll lead Tier 1 and Tier 2 support teams across multiple geographies and time zones, setting clear performance expectations, coaching managers and agents, and driving consistent SLA execution. You’ll own day-to-day support operations—including queues, escalations, and prioritization—while using data to reduce ticket volume, improve resolution speed, and increase first-contact resolution. You’ll also partner closely with Product and Engineering to manage Tier 3 escalations, conduct root-cause analysis, and prevent repeat issues. This role is ideal for a customer-first leader who is comfortable being in the work while continuously improving systems, processes, and performance through strong metrics, tooling, and accountability. This role is 5x a week onsite in Portland, OR. The salary range for this r...