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.

The Person We’re Looking For
You are a builder-operator who takes personal ownership when something isn’t working. You measure performance, investigate the details, solve root causes, and build the people, processes, technology, and management structure required to scale.
If your instinct when Support is struggling is “Show me the tickets,” we should talk.
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Requirements:

What We’re Looking For

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.