Director of Support

We’re looking for a strategic, data-driven, and operationally minded Director of Support to lead and scale our front-line support organization. You’ll play a critical role in improving the customer experience, overseeing day-to-day service operations, and partnering with BPOs and internal teams to maintain world-class quality and efficiency as we grow.

This role is ideal for an exceptional leader with deep experience in customer support operations, strong BPO management chops, and a proven track record of building scalable systems and processes that drive a best-in-class customer experience. You should thrive in a metrics-driven environment and be passionate about using data to inform decisions, optimize performance, and advocate for customers. Just as importantly, you bring motivational and inspirational leadership, with a genuine passion for developing others—someone who finds joy in growing employees, fostering a strong team culture, and helping individuals reach their full potential.

What you’ll do

• Launch and operationalize inbound phone support, building the systems, processes, and staffing models required to support this new channel
• Lead and improve OpenPhone’s frontline support team, including both in-house and BPO agents, across channels like email, live chat, SMS, and phone
• Own support KPIs (CSAT, AHT, FRT, backlog, contact rate) and proactively identify and act on performance trends and improvement opportunities
• Collaborate cross-functionally with Product, Engineering, and CX Ops to drive improvements in tooling, automation, and product feedback loops
• Implement scalable processes and systems to support rapid customer growth and a high-performance team environment
• Coach and develop support managers and team leads to strengthen leadership and operational depth across the organization

What you’ll bring

• 7–10 years of experience in customer support operations, with at least 5 years in a leadership role overseeing call center teams
• A successful track record of launching and scaling inbound phone support from the ground up
• Hands-on experience implementing AI tools to drive efficiency and automation in support workflows
• Proven ability to lead high-volume, multi-channel teams, including oversight of global BPO partners
• Strong analytical skills and a data-driven approach to performance management, using dashboards and reporting tools to guide decisions
• Deep familiarity with support platforms like Zendesk, Retool, and workforce/QA systems
• A customer-obsessed mindset paired with sharp business judgment and a focus on scalable, sustainable solutions
• Experience supporting technical or SaaS products, with a firm grasp of troubleshooting workflows
• Excellent communication skills and a collaborative approach to working cross-functionally across teams

Compensation

The annual base salary range for this position is as follow, plus equity and benefits:

SF Bay Area, Los Angeles, Seattle, Portland, Boston, New York, and Washington, DC Metro: $171,000 – $189,000 USD
All other US Locations: $152,000 – $168,000 USD
Canada: $173,000 – $192,000 CAD