Location: Las Vegas, NV (In-office role - Relocation assistance provided for the right candidate).

About the Role

The Director of Customer Support is a hands-on leader and builder who will transform our Support function into a scalable, tech-driven operation. You’ll own daily execution while shaping how the team grows — leading frontline service, moderation, escalations, quality, fraud, and payments. The right candidate combines operational depth with the vision to modernize workflows, leverage AI and automation, and build a high-performing, adaptable team. This is not a call center role; it’s an opportunity to lead support in a fast-paced, technology-focused environment.

Who You Are

You’re an ambitious support leader ready for a bigger challenge. You’ve successfully led teams, improved performance, and delivered measurable results — and now you want the opportunity to build, scale, and strengthen a support function. You’re not content to maintain the status quo; you want to make support faster, smarter, and more effective, while bringing the insight that helps shape how the function evolves.

You bring:

• Proven leadership experience: 3–5+ years managing support teams with clear, measurable improvements in KPIs (CSAT, response times, resolution rates, cost per ticket, etc.)
• Hands-on AI and automation skills: direct experience experimenting with and implementing tools, with an understanding of how to integrate them into workflows
• A builder’s mindset: you thrive in evolving environments, take initiative, and get excited about creating processes that scale
• Change management experience: proven ability to lead transitions such as implementing new systems, restructuring teams, or managing vendors
• Data fluency: you live in dashboards, rely on metrics to guide decisions, and can tell the story behind the numbers
• People leadership: skilled at hiring, coaching, giving direct feedback, and holding teams accountable while maintaining morale
• Cross-functional collaboration: comfortable working with Product, Engineering, and Data teams to solve problems and influence outcomes
• Strategic thinking: able to identify patterns in customer feedback and translate them into actionable improvements

You’re energized by:

• Leading the transition of operations in-house while maintaining (or improving) service quality
• Driving efficiency through smart automation that reduces costs and scales capacity
• Seeing support metrics climb because of the systems you’ve built
• Equipping your team with AI tools that cut resolution times in half
• Partnering with Product to address root causes of escalations
• Building training and QA programs that actually work
• Being a strong customer advocate whose insights shape product direction
• Managing complex projects with competing priorities and visible impact

This isn’t the role for you if you’re looking for a title bump without the challenge, if you prefer a remote or hybrid setup, or if you’re uncomfortable with AI, change, or complexity.

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, coach for performance, and build a culture of accountability, adaptability, and continuous improvement
• Own staffing plans and schedules that balance coverage, efficiency, and performance

Operations and Escalations

• Stay close to the work: review queues, step into high-impact cases, and remove blockers for your team
• Ensure accurate triage, tagging, and escalations to maintain consistently high service standards
• Monitor execution and address performance gaps quickly with coaching and feedback

Training, Quality, and Process

• Build and maintain training programs that get new hires productive quickly and keep the team sharp
• Strengthen quality assurance through structured reviews, calibration, and actionable feedback
• Drive root-cause analysis to prevent recurring issues and reduce rework
• Mentor and coach team members to prepare them for broader responsibilities as the function scales

Technology, Data, and Cross-Functional Impact

• Use support-platform data and automation insights to track performance and streamline workflows
• Partner with the data team to ensure visibility and accountability across the organization
• Drive adoption of AI and automation to improve speed, accuracy, and efficiency with measurable results
• Collaborate with Product, AI, and other teams to resolve systemic issues and ensure the customer voice shapes priorities

Transition and Growth

• Lead the shift of support work from our overseas partner to the Las Vegas team, ensuring continuity of service
• Hire and develop the Las Vegas team to take on expanded responsibilities with a stronger focus on quality and alignment
• Maintain positive vendor relationships while managing transition milestones and knowledge transfer
• Establish new performance metrics and implement forward-thinking processes that improve efficiency and accountability
• Apply automation to reduce reliance on contractors and build a scalable, modern operation
• Capture lessons learned and embed best practices into the long-term support model

Required Skills and Qualifications

• Bachelor’s degree preferred (we value results and aptitude over credentials)
• 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
• Hands-on experience with AI and automation tools that enhance support operations, with proven ability to integrate them into daily workflows
• Experience leading change or transitions, such as restructuring teams, winding down vendors, or implementing new systems
• Proficient in support platforms and reporting tools, with the ability to monitor metrics and use data to drive decisions
• Strong cross-functional collaboration skills, with experience working alongside Product, Engineering, 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 or a similar support platform
• Vendor management experience, including working with third-party providers or outsourced teams
• Experience transitioning operations in-house or reshaping support models
• Background in fraud prevention, payment operations, or online platform support
• Experience scaling teams or reshaping workflows in lean, high-growth environments
• Track record of measurable cost savings through automation or process improvements
• Experience influencing product roadmaps or embedding with product teams
• Background in consumer tech, e-commerce, gaming, fintech, or other online platforms