Director of Customer Support

JSX · Dallas, TX · 1 wk ago

Customer Service$101k–$126k/yrFull-time

About the role

The Director of Customer Support is responsible for leading all customer support operations across reservations, Customer Care, social media, disruption communications, and VIP support. This role develops service strategies, operational standards, and high-performing teams that deliver timely, empathetic, and brand-aligned support while partnering across the business to ensure customers receive a seamless experience throughout every stage of their journey.

Responsibilities

Lead customer communications during irregular operations and service disruptions, ensuring recovery efforts are coordinated, timely, and aligned with operational realities.
Develop communication standards, escalation paths, and service recovery protocols that enable teams to deliver consistent, high-quality support.
Partner with Airport Operations, Hospitality, OCC, Commercial, Digital, Training, Finance, and HR to align support processes, staffing strategies, and execution priorities.
Oversee daily operations across reservations, Customer Care, social media, and disruption communications to ensure exceptional service across every support channel.
Drive department performance through service level, quality, productivity, customer satisfaction, case management, and labor metrics while using performance data to improve results.
Lead workforce planning, operational readiness, and surge support strategies to ensure the organization can respond effectively to changing business demands.
Establish quality standards, coaching routines, training practices, and operational processes that drive consistent execution across the Customer Support organization.
Develop VIP service models and escalation protocols that deliver discreet, personalized support for high-priority Customers and sensitive situations.
Cook up cross-functional support for VIP travel, executive escalations, and service recovery efforts during both routine operations and disruptions.
Translate hospitality standards into customer care workflows that reinforce brand consistency and operational excellence.
Lead leaders across multiple functions by developing talent, strengthening accountability, and fostering a culture of engagement and continuous improvement.
Ensure Customer recovery and case management are handled with empathy, urgency, consistency, and operational discipline across every support touchpoint.

Qualifications

8+ years of leadership experience in customer support, contact center operations, hospitality, airport operations, service delivery, or a related customer-facing environment.
Demonstrated experience leading customer communications during service disruptions, escalations, or recovery events.
Proven experience leading call center or multi-channel customer support operations, including workforce planning, quality, training, and performance management.
Experience managing executive escalations, VIP Customers, and complex service recovery situations.
Experience developing customer care workflows and operational standards that improve service quality and consistency.
5+ years of people leadership experience leading leaders and driving accountability across multiple teams or functions.

Skills & Abilities

Strong leadership of multi-channel Customer Support operations, including service delivery, workforce readiness, quality assurance, and operational performance.
Excellent judgment when managing service disruptions, executive escalations, and sensitive Customer situations.
Ability to develop scalable customer care processes that improve responsiveness, resolution quality, and Customer satisfaction.
Outstanding communication, relationship-building, and cross-functional leadership skills.
Strong analytical mindset with the ability to use operational metrics and Customer insights to drive business improvements.
Ability to balance strategic priorities with day-to-day operational execution in a fast-paced environment.

Benefits & Perks