Director of Support

we are 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 Youll 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 Were Looking For You are a builder-operator who takes personal ownership when something isnt 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. An empty job that is used for creating requisitions 'from scratch'