Title: Director of Customer Support

Location: Remote

Reporting Structure: Head of Operations

Company Description

Every year, families provide an estimated $600 billion in unpaid care to help older adults remain at home. For 35 million sons, daughters, siblings, and grandchildren, caregiving can demand as much time as a full-time job, often from miles away and alongside careers, children, and everyday life.

Our client is building a better way to care. Using the television older adults already know, our platform helps families stay connected, provide support remotely, and respond as needs change. For older adults, that means greater independence, confidence, and connection at home. For the people who love them, it means less uncertainty, a lighter caregiving burden, and greater peace of mind.

But what they build is only part of what makes them different. Service is core to their brand and a pillar of the company. They help people take care of people, and that means taking exceptional care of the families who trust them. Their customers consistently point to their service as one of the reasons they love our client, reflected in exceptionally strong NPS and the relationships the team builds every day.

Quick facts:

• First app-to-TV caregiving system purpose-built for families who support aging loved ones from a distance
• Powers over 10,000 daily interactions

Responsibilities

They’re looking for an experienced leader to take an established Customer Support function to its next level, someone who knows how to build and scale an exceptional service organization, but just as importantly, genuinely loves this work. You’ll inherit a working team, offshore partner model, processes, and tools, with a mandate to identify what’s working, fix what’s not, and build a consistently excellent, scalable support experience for seniors and their families. They’re looking for someone who brings energy, empathy, high standards, and real devotion to both the customer and the team, and who can help define what extraordinary service looks like as their client grows.

This is a high-autonomy, end-to-end ownership role. You will set the strategy, own vendors and systems, lead complex escalations, and turn customer issues into clear priorities for the company. You will also partner closely with Product, Engineering and Marketing to define and build the internal tools our teams need to deliver faster, more effective, and more personalized support at scale. The right leader moves easily between strategy and hands-on problem solving and pairs strong operating judgment with empathy for customers.

• Own the support function end to end: strategy, service delivery, people, offshore partners, systems, budget, and continuous improvement.
• Set clear service standards across phone, email, and self-service.
• Own the full customer journey through resolution.
• Run the operation through a focused set of metrics, customer satisfaction and cost per contact.
• Act as the senior owner for high-severity and executive escalations. Maintain clear incident playbooks, decision rights, communications, customer follow-up, and post-incident reviews.
• Define what exceptional customer support looks like in an agentic AI era. Own and evolve our support technology stack (including HubSpot) and use AI agents, automation, and self-service to resolve issues faster, and deliver more proactive, personalized care without sacrificing accessibility or human judgment.
• Be the voice of the customer, and ensure customer impact informs company decisions.
• Partner internally to explore and shape a revenue-generating concierge service that provides families with personalized support beyond our client’s core product offering.

Is this you?

• 10+ years in customer support, customer operations, technical support, or contact-center leadership, including 4+ years leading managers or multi-layer teams.
• A forward-looking perspective on how AI is reshaping customer support, paired with practical experience evaluating and implementing AI-powered workflows. You know where AI can meaningfully improve the customer and agent experience and where human judgment, trust, and empathy must remain central.
• Strong working knowledge of HubSpot Service Hub or a comparable platform such as Zendesk or Salesforce Service Cloud. You can evaluate configuration, diagnose workflow and data issues, and translate operational needs into clear technical requirements.
• Experience working hand-in-hand with Product and Engineering on troubleshooting, incidents, and launches, root-cause analysis, and recurring defect reduction.
• High ownership, sound judgment, strong written and verbal communication.
• Experience launching, scaling, or owning a paid concierge, premium support or membership offerings.

#Perks

Competitive base salary plus equity; medical, dental, and vision coverage; and 401(k) matching.