Director, Customer Support

About the role

The Director of Customer Support will own the end-to-end support experience for our dealership customers across the Service Drive and Recon portfolios — from front-line ticket resolution to strategic escalation management. This is a hands-on leadership role for someone who can build scalable processes, drive measurable efficiency gains, and instill a metrics-driven culture, all while ensuring dealership service lanes experience minimal disruption and maximum value from our platform.

Key Responsibilities

• Leadership & Strategy
  • Build, lead, and scale a multi-tier support organization (Tier 1–3, escalations, technical support) across shifts/geographies as needed to support dealership hours of operation
  • Define and execute the customer support strategy aligned with company growth objectives, including integration of acquired businesses' support functions
  • Serve as leadership sponsor for major accounts and escalated issues, partnering with Sales, Customer Success, and Product Operational Excellence
  • Own key support KPIs: CSAT, NPS, first-response time, resolution time, ticket backlog, escalation rate, and cost-per-ticket
  • Build and continuously optimize support workflows, tooling (helpdesk/CRM platforms), knowledge base, and self-service resources to improve efficiency and reduce cost-to-serve
  • Implement tiered support models, staffing forecasts, and workforce management practices to balance service quality with labor cost
  • Develop dashboards and reporting cadences for executive leadership on support performance, cost trends, and customer health
  • Identify and execute cost-optimization and productivity initiatives (automation, AI-assisted support tools, offshoring/outsourcing evaluation where appropriate)
• Customer & Product Partnership
  • Build deep expertise in dealership service lane workflows (RO management, multi-point inspections, technician workflows, parts/labor, CRM/DMS integrations) to ensure support reflects real-world dealership operations
  • Serve as the voice of the customer, feeding structured insights to Product and Engineering on recurring issues, feature gaps, and reliability concerns
  • Develop escalation protocols for high-severity/downtime issues that directly impact dealership service lane operations (a critical concern given revenue-generating, time-sensitive workflows)
• Team Development
  • Recruit, coach, and develop support managers and front-line leaders; build career pathing and training programs
  • Establish a performance management culture with clear accountability, coaching, and recognition frameworks
  • Foster a culture of ownership, urgency, and customer empathy appropriate to a high-stakes, real-time service environment

Qualifications

• Bachelor's degree required
• 10+ years in customer support/service leadership, with 5+ years managing multi-tiered support organizations of 25+ FTEs in both remote and onsite call center environments
• Experience in a PE-owned, private equity-backed, or high-growth SaaS environment strongly preferred with track record of scaling support operation
• Deep fluency with support tooling (Zendesk, Salesforce Service Cloud, Intercom, or similar) and support analytics
• Experience implementing AI/automation in support workflows (chatbots, ticket deflection, agent assist tools)
• Proven ability to manage 24/7 or extended-hours support models aligned to dealership operating hours
• Excellent communication skills
• Automotive, dealership, fixed-ops, DMS, or adjacent vertical SaaS experience strongly preferred