Director, Customer Support

TL;DR

Director, Customer Support: Owning the end-to-end Customer Support function, building a scalable, high-performing support organization, and driving customer satisfaction and retention. Focus on defining long-term support strategy, leveraging data and AI-driven solutions, and ensuring operational excellence.

Location: This is a hybrid work model; must be local to the Houston, Tx area

Company

hirify.global is a cloud-based platform that provides an all-in-one solution for auto repair shops to manage operations, payments, and customer engagement.

What you will do

• Own the overall Customer Support strategy, operating model, and roadmap.
• Lead and scale a multi-layered Customer Support organization, including hiring and developing managers.
• Establish and maintain best-in-class SLAs across all support channels.
• Define and track KPIs related to customer satisfaction and business outcomes.
• Own Customer Support budgeting, headcount planning, and resource allocation, driving operational efficiency.
• Design and implement scalable support processes, tooling, and automation (including AI).
• Lead change management initiatives related to support operations and new product launches.
• Communicate support performance and strategic initiatives to executive leadership.

Requirements

• 8 - 10+ years of experience in Customer Support or Customer Experience leadership, including leading managers and scaling support organizations in a SaaS environment.
• Deep expertise in customer support operations, processes, systems, and infrastructure.
• Strong business and financial acumen, with experience owning budgets and forecasting headcount.
• Demonstrated success leveraging AI, automation, and support technologies to improve efficiency and customer satisfaction.
• Proven ability to analyze data, identify trends, and translate insights into measurable business impact.
• Experience recruiting, developing, and promoting world-class talent, with a focus on leadership development.
• Must be local to the Houston, Tx area for a hybrid work model.
• English: B2 required.

Culture & Benefits

• Competitive base salaries and generous Paid Time Off.
• Comprehensive health benefits (Medical, Dental, Vision, Prescription), with 100% premium coverage for employees.
• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• $60/month wellness stipend and support for continuing education.
• Team and company-wide offsites to deepen connection and reinforce shared goals.
• Hybrid work model with flexibility while strengthening collaboration.