Director of Customer Support

You will own customer support end to end. You will set and manage service levels, run the support budget, design human and AI-assisted support experiences, improve operational processes, lead support specialists, and turn support signals into product decisions.

Responsibilities

• Define, track, and manage SLAs across support channels
• Own the support P&L and scale capacity
• Design support experiences using human support, AI agents, help articles, and product fixes
• Build and improve operational processes and launch support channels
• Lead and develop a team of support ICs
• Partner with Product, Trust and Safety, Billing, and Legal on support-driven product decisions

Requirements

• 7–9 years of support leadership experience
• Consumer technology experience
• Multi-channel support operations
• Data-driven operations
• Support P&L or cost-per-ticket management
• Process documentation and systematization
• AI-native or AI-assisted support tooling
• US work eligibility
• Willingness to travel up to 10%

Benefits

• Company equity package
• 401(k) with 3% employer match and Roth 401(k)
• Medical, dental, and vision insurance
• 11 paid holidays
• Unlimited PTO and sick time
• 16 weeks of paid parental leave
• Creative education stipend
• Commuter allowance
• In-office lunch five days per week