Director of support

Job Details:

Job Location: Remote CA - Carlsbad, CA

Position Type: Full Time

Salary Range: $115000.00 - $130000.00

Mission

Lead and develop a high-performing Support team that delivers exceptional Member experiences while shaping the vision, technology, and processes for scalable, efficient service. Combine direct team leadership with self-service, automation, and continuous improvement to help Members get accurate, timely, and personal support.

Key Responsibilities:

• Own the Support Experience Vision & Tool Stack Strategy: Establish a clear support experience and tool stack strategy and roadmap that aligns with Buffini’s mission, Member needs, and business priorities. Review and update it quarterly.
• Deliver Consistently Exceptional Member Support: Achieve and maintain high Member satisfaction and consistent performance against service level agreements.
• Improve Operational Efficiency: Establish baseline completion times for core team processes, then streamline workflows to reduce completion times and improve operational efficiency.
• Build Effective Self-Service and Automated Support: Launch automated self-service chat support that successfully resolves Member inquiries without agent involvement.
• Recruit, Develop, and Retain Top Talent: Use the Top Grading Interview Method to recruit high-caliber team members.
• Learn, Innovate, and Grow: Set and achieve quarterly SMART goals that deliver measurable results, supporting the Client Success team’s initiatives and key business priorities.

Qualifications:

Skills, Traits, & Competencies:

• Ability to Hire A Players
• Ability to Develop People
• Listening Skills
• Initiative
• Problem Solving
• Communication
• Teamwork
• High Standards
• Strategic Thinking

Job Requirements

• 5 or more years of experience in client support or service operations, including 3 or more years directly managing a team.
• Bachelor’s degree or equivalent practical experience.
• Demonstrated success managing service performance against client satisfaction, response time, resolution time, and SLA goals.
• Experience using Zendesk to improve workflows, reporting, routing, and client experience.
• Proven ability to streamline processes and deliver measurable improvements in productivity while maintaining service quality.
• Strong analytical and communication skills, with experience partnering across Product, Technology, and Client Success.