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. Your top priority will be standing up and scaling our inbound phone support operations—a foundational channel for how we plan to support customers going forward.

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
• End-to-end experience building and scaling phone support, including tooling selection (e.g. Zendesk Talk, Twilio), call flows, and QA
• 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