Director of Support

Justt is looking for a hands-on, highly operational Director of Support & Operations to lead and scale our global Support and Chargeback Operations organization.

This is a player-coach role for someone who is equally comfortable defining a long-term strategy and diving into queues, tickets, escalations, quality issues, and day-to-day execution.

You will own our global Support model across Tier 0, Tier 1, and Tier 2, managing a combination of internal teams, offshore resources, and outsourced partners. A key part of the role will be strengthening Tier 2 capabilities, reducing unnecessary escalations, and enabling our Solution Engineering team to focus on the most complex technical challenges.

What You’ll Own

• Lead the daily performance of Support and Chargeback Operations.
• Manage queues, escalations, backlog, SLAs, quality, and customer communication.
• Build a scalable Tier 0, Tier 1, and Tier 2 operating model.
• Establish clear ownership, workflows, escalation paths, and quality standards.
• Coach team members and develop future team leads and managers.
• Manage offshore teams, outsourced partners, vendors, and operational budgets.
• Build capacity and workforce plans based on growth, volume, and service levels.
• Develop knowledge management, training, and self-service capabilities.
• Use AI and automation to improve speed, quality, consistency, and efficiency.
• Define and track operational KPIs, identify root causes, and drive continuous improvement.
  
  

• 7+ years of experience in Enterprise Technical Support, Customer Support, Customer Operations, or a similar B2B SaaS function.
• Significant hands-on experience running and transforming Support operations.
• Proven success as a player-coach in a growing organization.
• Experience building Tier 1 and Tier 2 models, workflows, and escalation processes.
• Experience managing offshore or outsourced Support teams and vendors.
• Strong workforce planning, capacity management, budgeting, and analytical skills.
• Technical orientation and comfort with APIs, integrations, data, and complex SaaS products.
• Experience using AI, automation, and modern Support tools.
• Excellent communication and leadership skills.
• Fintech, payments, or complex B2B technology experience is strongly preferred.