Director, Customer Support

Director, Customer Support

The Director of Customer Support will own the end-to-end support experience for our dealership customers across the Service Drive and Recon portfolios — from front-line ticket resolution to strategic escalation management. This is a hands-on leadership role for someone who can build scalable processes, drive measurable efficiency gains, and instill a metrics-driven culture, all while ensuring dealership service lanes experience minimal disruption and maximum value from our platform.

You'll operate in a fast-paced, results-oriented environment where operational excellence, EBITDA-conscious decision-making, and continuous improvement are core to how we work. You'll join the organization with a mandate to build and transform the team so that every support team member is focused on the complex, high-value interactions that require real expertise, judgment, and relationship depth — while AI agents handle the rest.

You won't just be managing queues and SLAs. You'll be crafting Vehlo's AI support strategy – building agents, AI voice channels, and scaling your team's ability to identify and convert Customer Success Qualified Leads at every touchpoint — continuing to scale support as a core growth engine, making our world-class service a competitive differentiator. You'll make customers feel like they have brilliant, always-on tech support, and you'll be the leader who made that possible — not by replacing great people, but by accelerating them and enabling them to be extraordinary.

Key Responsibilities:

Leadership & Strategy

• Build, lead, and scale a multi-tier support organization (Tier 1–3, escalations, technical support) across shifts/geographies as needed to support dealership hours of operation
• Define and execute the customer support strategy aligned with company growth objectives, including integration of acquired businesses' support functions
• Serve as leadership sponsor for major accounts and escalated issues, partnering with Sales, Customer Success, and Product

Operational Excellence

• Own key support KPIs: CSAT, NPS, first-response time, resolution time, ticket backlog, escalation rate, and cost-per-ticket
• Build and continuously optimize support workflows, tooling (helpdesk/CRM platforms), knowledge base, and self-service resources to improve efficiency and reduce cost-to-serve
• Implement tiered support models, staffing forecasts, and workforce management practices to balance service quality with labor cost
• Develop dashboards and reporting cadences for executive leadership on support performance, cost trends, and customer health
• Identify and execute cost-optimization and productivity initiatives (automation, AI-assisted support tools, offshoring/outsourcing evaluation where appropriate)

Customer & Product Partnership

• Build deep expertise in dealership service lane workflows (RO management, multi-point inspections, technician workflows, parts/labor, CRM/DMS integrations) to ensure support reflects real-world dealership operations
• Serve as the voice of the customer, feeding structured insights to Product and Engineering on recurring issues, feature gaps, and reliability concerns
• Develop escalation protocols for high-severity/downtime issues that directly impact dealership service lane operations (a critical concern given revenue-generating, time-sensitive workflows)

Team Development

• Recruit, coach, and develop support managers and front-line leaders; build career pathing and training programs
• Establish a performance management culture with clear accountability, coaching, and recognition frameworks
• Foster a culture of ownership, urgency, and customer empathy appropriate to a high-stakes, real-time service environment

Travel Requirement:
Less than 10%

Duties, responsibilities, and activities may change at any time with or without notice, in accordance with applicable laws.

What You'll Need:

• Bachelor's degree required
• 10+ years in customer support/service leadership, with 5+ years managing multi-tiered support organizations of 25+ FTEs in both remote and onsite call center environments.
• Experience in a PE-owned, private equity-backed, or high-growth SaaS environment strongly…