Director of Operations Support

Job Title: Director of Customer Support

Location: On Site – Las Vegas, Nevada, United States

Salary: $125,000-$150,000

Skills: Customer Support Leadership, Escalation Management, Quality Assurance, Workflow Optimization, AI & Automation

About the Technology Company /

The Opportunity:

Are you a transformative customer support leader seeking to modernize and scale high-impact teams? Our client, an innovative organization at the forefront of technology-driven customer support, offers the opportunity to reimagine the support function through automation, artificial intelligence, and process excellence. You’ll play a pivotal role leading frontline service, moderation, and critical escalations, building a future-ready team that delivers measurable results in a dynamic, high-growth environment in Las Vegas, Nevada.

• Lead and inspire a diverse customer support team handling frontline service, moderation, escalation, quality, fraud, and payments.
• Set clear expectations, drive accountability, and foster a high-performance, adaptable culture.
• Design staffing plans and schedules to optimize coverage, efficiency, and team performance.
• Oversee daily operations, monitor performance metrics (CSAT, response time, resolution rates), and address performance gaps promptly.
• Build and enhance training and QA programs to onboard new hires efficiently and maintain high standards.
• Integrate AI and automation tools into workflows to drive operational scale and cost-efficiency.
• Collaborate cross-functionally with Product, Engineering, and Data teams to resolve root causes and elevate the customer experience.
• Manage the transition of support operations in-house, ensuring knowledge transfer and vendor relationships remain strong during the shift.
• Implement forward-thinking processes and establish new performance metrics that drive continuous improvement and accountability.

• 5 years experience in customer support, operations, or a related field, including 3 years in a leadership capacity.
• Demonstrated ability to lead teams with measurable improvements in KPIs (e.g., CSAT, resolution time, cost per ticket).
• Hands-on experience with AI and automation tools in customer support workflows.
• Strong track record in change management, including restructuring teams and implementing new systems or processes.
• Expertise in customer support operations—frontline service, moderation, escalations, quality assurance, fraud, and payments.
• Skilled in building training, quality assurance, and process improvement programs from the ground up.
• Proficient in using support platforms and reporting tools to analyze data and drive decisions.
• Exceptional communication and interpersonal skills, with the ability to deliver effective feedback and influence stakeholders.
• Cross-functional collaboration experience with Product, Engineering, or Data teams.
• Ability to excel in a fast-paced, high-volume environment while making sound, data-driven judgments.

• Experience with Freshdesk or similar customer support platforms.
• Vendor management and transitioning operations in-house or reshaping support models.
• Background in fraud prevention, payment operations, or supporting online platforms.
• Proven success scaling teams or optimizing workflows in lean, high-growth environments.
• Demonstrated cost savings through automation or process improvements.
• Direct influence on product development through customer advocacy and feedback loops.
• Industry exposure to consumer technology, e-commerce, gaming, fintech, or digital platforms.