About the Role

We are looking for an experienced and results-driven Customer Support Director to lead, develop, and scale our Customer Support department.

This is a strategic leadership position responsible for managing Customer Support Team Leads, improving internal systems, establishing operational standards, and ensuring an exceptional customer experience across the organization.

The ideal candidate is a strong people leader with a proven ability to build efficient processes, develop high-performing teams, and use performance data to drive continuous improvement.

Key Responsibilities

1. Team Leadership & Management
   • Lead, coach, and develop Customer Support Team Leads.
   • Oversee overall departmental performance and ensure team accountability.
   • Establish clear expectations, responsibilities, and performance standards.
   • Support Team Leads in managing agents, resolving challenges, and improving productivity.
   • Build a culture of ownership, collaboration, and continuous improvement.
2. Systems & Process Improvement
   • Evaluate and optimize existing Customer Support systems, workflows, and processes.
   • Identify operational inefficiencies and implement scalable solutions.
   • Develop, improve, and maintain Standard Operating Procedures (SOPs).
   • Ensure consistent processes and service standards across the department.
   • Collaborate with other departments to improve the overall customer experience.
3. Quality Assurance & Customer Experience
   • Establish and oversee quality assurance standards across the Customer Support department.
   • Implement quality audits, call reviews, and performance evaluations.
   • Ensure Team Leads provide consistent coaching and actionable feedback.
   • Oversee complex customer escalations and ensure effective resolutions.
   • Identify recurring customer issues and implement preventive improvements.
4. Performance Management & Reporting
   • Define, monitor, and improve departmental KPIs, including customer satisfaction, response times, resolution times, and overall team productivity.
   • Develop reporting systems and performance dashboards.
   • Analyze trends, identify performance gaps, and implement corrective action plans.
   • Provide regular updates and strategic recommendations to company leadership.
   • Ensure departmental goals align with broader business objectives.
5. Training & Team Development
   • Oversee the creation and implementation of training and development programs.
   • Ensure Team Leads have the resources and skills needed to manage their teams effectively.
   • Identify skill gaps and develop improvement plans.
   • Standardize onboarding and ongoing training processes.
   • Support the professional development and growth of the Customer Support department.
6. Strategic Planning & Department Growth
   • Develop strategies to improve operational efficiency and customer satisfaction.
   • Build scalable systems that support company growth.
   • Partner with leadership to identify departmental priorities and improvement opportunities.
   • Recommend tools, automations, and process enhancements.
   • Take ownership of the department's long-term performance and development.

Qualifications & Requirements

• 5+ years of experience in Customer Support or Customer Experience, including significant leadership or management experience.
• Proven experience managing Team Leads, supervisors, or multiple support teams.
• Strong background in process optimization, systems improvement, and operational leadership.
• Demonstrated ability to develop SOPs, quality assurance frameworks, and performance management systems.
• Experience analyzing KPIs and translating data into actionable improvements.
• Excellent leadership, communication, coaching, and problem-solving skills.
• Familiarity with customer support platforms, CRM systems, ticketing tools, and workflow automation.
• Ability to manage competing priorities and lead teams in a fast-paced environment.
• Strong organizational skills, accountability, and a proactive mindset.
• Availability to work full-time during EST-aligned business hours.

What We're Looking For

We are looking for someone who is not only capable of managing a team but can also lead and improve an entire department.

Our ideal Customer Support Director is someone who:

• Thinks strategically while maintaining strong operational oversight.
• Knows how to lead and develop Team Leads rather than simply managing individual agents.
• Identifies problems and proactively implements solutions.
• Is passionate about building efficient systems and improving customer experiences.
• Can establish accountability and drive measurable performance improvements.
• Is comfortable collaborating directly with company leadership.

Why Join Circle of Greatness?

• Join a fast-growing, international organization.
• Take ownership of a critical department and help shape its future.
• Work closely with company leadership on strategic initiatives.
• Lead and develop a growing team of Customer Support professionals.
• Have the opportunity to improve systems, implement new processes, and drive meaningful organizational change.
• Enjoy a remote work environment aligned with EST business hours.
• Competitive compensation of $5,000–$6,000 USD, subject to final agreement.