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.
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
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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.
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
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