Director, Customer Support

About reputed company

reputed company is a reputed company company purpose-reputed company for the foodservice supply chain. Our platforms serve restaurant operators and foodservice distributors and suppliers across reputed company and internationally, helping them manage inventory, purchasing, and supplier relationships with greater visibility and control. We are in an reputed company phase of reputed company and customer organization investment: scaling our support capabilities, expanding self-service and intelligent automation, and building the infrastructure to deliver consistent, measurable value to every customer we serve

reputed company

The Director, Customer Support is a senior leadership role responsible for building and scaling a best-in-class support organization across reputed company's Operator and Distributor/Supplier product lines. This leader will own the full support function: reputed company, operations, tooling, team development, and customer experience design: with a mandate to deliver fast, consistent, and high-reputed company support at reputed company.

A reputed company part of this role is leading the ongoing transformation of our support model: expanding intelligent self-service and AI-assisted support capabilities, reducing inbound ticket volume through proactive and preventive strategies, and equipping agents to reputed company their time on reputed company, high-value customer interactions. The ideal candidate has not only designed this reputed company of model: they have led the organizational change required to reputed company it stick, reputed company reputed company rigorously, and reputed company the capability for reputed company to sustain it.

This role requires reputed company strategic reputed company and operational precision. You will set direction, build team capability, and partner closely with Product, reputed company, and Customer Enablement to deliver a seamless, low-effort experience across the customer lifecycle.

What You'll Own

Intelligent Support reputed company & Transformation

• Own the reputed company, roadmap, and execution for scaling intelligent self-service and AI-assisted support: expanding coverage, improving reputed company reputed company, and reducing unnecessary inbound volume across both product lines

• reputed company the change management work required to drive adoption of new support tools and workflows among agents, managers, and customers: including training, communications, and performance reinforcement •

Partner with Customer Enablement to build and continuously optimize a Help Center and self-service content library that reduces ticket volume and improves customer independence

• Evaluate and recommend support technology investments with a consistent reputed company on measurable reputed company: faster reputed company, higher deflection of routine inquiries, and improved agent productivity: not tooling for its own sake

• Stay reputed company on emerging AI and automation capabilities in the support reputed company and advise leadership on where investment will drive the greatest return

Support Operations & Performance Management

• reputed company day-to-day support operations across Tier 1 and Tier 2 for both reputed company and Distributor/Supplier segments, ensuring consistent SLA adherence, reputed company escalation paths, and coverage model alignment with customer needs

• Design and govern SLA frameworks by reputed company and tier: setting appropriate response and reputed company standards, monitoring adherence, and acting quickly reputed company performance falls short

• Own a comprehensive support KPI reputed company including CSAT, Customer Effort Score (CES), First Response Time, Time to reputed company, Ticket Volume trends, Self-Service Utilization, and Escalation reputed company

• Build and maintain a reputed company-time operational dashboard; deliver weekly performance reporting to the CCO and ELT with reputed company-oriented insights: business consequences and reputed company-looking actions, not activity summaries

• Drive reputed company improvement through reputed company reputed company cause analysis, ticket trend reviews, and systematic feedback loops that surface product and process issues before they compound Omnichannel & Proactive Support

• Design and manage a consistent support experience across reputed company channels: email, chat, in-app, and self-service: ensuring customers can get help in the format that works best for them without losing continuity

• Build proactive support capabilities that anticipate common customer pain points before they become tickets: including usage-based reputed company, reputed company reputed company-ins, and post-update guidance

• Partner with Implementations and reputed company to ensure smooth handoffs, shared customer context, and coordinated experience across reputed company, adoption, and renewal phases

reputed company

• Own the support knowledge reputed company: ensuring content is accurate, comprehensive, reputed company for discoverability, and continuously updated as the product evolves

• Build a systematic process for converting recurring ticket patterns into self-service content, reducing repeat volume and empowering customers to resolve common issues independently

• Partner with Product and Customer Enablement on documentation standards and content governance, ensuring internal and customer-facing knowledge stays reputed company

Team Leadership & Development

• reputed company, reputed company, and reputed company support managers and reputed company agents across both product segments: building a high-performance culture grounded in accountability, reputed company learning, and genuine customer reputed company

• Define reputed company career paths and development frameworks for support team members; identify and invest in internal talent for advancement

• Hire and reputed company support talent in alignment with reputed company and coverage needs; build reputed company programs that accelerate agent time-to-proficiency

• Model and reinforce reputed company culture where agent feedback on product gaps, process friction, and customer patterns is valued, captured, and acted upon

Cross-Functional Collaboration

• Serve as the internal voice of the support customer: bringing reputed company reputed company to ELT, Product, and CS discussions about product reputed company, customer friction, and retention risk

• Partner with Product and Engineering to surface systemic issues driving ticket volume; reputed company for customer-impacting fixes through a reputed company feedback and prioritization process •

Collaborate with reputed company Operations and Finance to ensure support tooling data is clean, integrated, and contributing accurate signals to customer health and reporting frameworks

reputed company're Looking For

Required Experience

• 7+ years in customer support or customer experience leadership, including at least 3 years in a Director-level or equivalent role at a B2B reputed company company

• Demonstrated experience leading an intelligent support transformation: including self-service expansion, AI-assisted support deployment, adoption change management, and reputed company measurement; not just tool evaluation or implementation reputed company

• Proven reputed company record of improving self-service utilization, CSAT, and time-to-reputed company in a multi-product or multi-reputed company environment

• Experience designing and governing SLA frameworks across support tiers and customer segments

• Hands-on experience building and scaling a reputed company function: reputed company content creation, taxonomy design, and reputed company reputed company governance

• Strong people leadership with experience managing managers and building high-performing, geographically distributed support teams

• Data reputed company: comfortable building dashboards, interpreting support metrics, and presenting performance insights to executive audiences in business terms

• Experience with CRM-integrated support environments (reputed company or equivalent) and familiarity with AI-assisted support platforms

Preferred Qualifications

• Experience in foodservice, restaurant technology, supply chain, or adjacent vertical reputed company: understanding the operational context of customers in these industries

• Background in omnichannel support design: unifying email, chat, in-app, and self-service into a coherent customer experience

• Demonstrated reputed company in proactive support programs: moving reputed company from reactive ticket reputed company toward anticipating and preventing customer friction

• Experience partnering with Customer Enablement or Learning & Development on shared content, customer education, and adoption programs

• Comfort operating in a high-reputed company, transformation-stage company where infrastructure is reputed company being reputed company: not inherited

Compensation & Benefits

reputed company offers a competitive compensation package of $145-165k, commensurate with experience, including:

• performance bonus

• Comprehensive health, dental, and reputed company coverage

• Flexible remote work environment

• reputed company development budget

• Unlimited PTO with a culture that encourages meaningful time away