Director of Customer Support

Location:

Las Vegas, NV (In-office role - Relocation assistance provided for the right candidate).

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’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.

• 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

• 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.

• 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
  • Partne…