Customer Support Director

Doorloop - Miami Beach, FL

Full-time - Senior

Miami Beach, FL

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

The Customer Support Director at DoorLoop is responsible for leading and overseeing the Customer Support function, ensuring exceptional service delivery while driving scalability and operational efficiency. This role involves managing a tiered support system, collaborating with team leads, and implementing long-term strategies to enhance customer satisfaction and team performance. The director will also focus on process optimization, cross-functional collaboration, and the integration of customer feedback into product improvements.

Responsibilities

• Oversee the entire Customer Support function, providing leadership to team leads and direction to support representatives.
• Develop and implement a comprehensive customer support strategy focused on scalability, efficiency, and customer satisfaction.
• Ensure that the tiered support structure is operating effectively and that issues are escalated appropriately.
• Collaborate with team leads to identify talent gaps, recruit new team members, and implement training programs.
• Continuously review, improve, and scale support processes, leveraging automation and best practices.
• Establish and monitor key performance indicators (KPIs) to ensure customer support excellence.
• Work closely with other departments to integrate customer feedback into product improvements.
• Evaluate and implement customer support tools and technologies to enhance productivity.
• Oversee the handling of escalated customer issues, ensuring high-touch resolution for critical needs.
• Stay current with industry trends and introduce new tools and methodologies to maintain a high-performance support team.
• Regularly track and report on customer support metrics, providing insights on team performance and areas for improvement.
• Ensure the support team can scale effectively with company growth, designing flexible processes and infrastructure.
• Oversee customer support projects, ensuring successful completion on time and within scope.
• Develop communication plans to keep stakeholders informed about changes.
• Lead the restructuring of the Customer Support organization to support future growth.

Requirements

• Bachelor's degree in Business, Operations, or a related field.
• 7+ years of experience in customer support or a related function, with at least 3 years in a leadership role.
• Proven success managing and scaling a tiered customer support system in a high-growth environment, ideally within a B2B SaaS company.
• Strong leadership and people management skills, with experience managing team leads and a large support team.
• Experience building and executing support strategies that enhance customer satisfaction and operational efficiency.
• Expertise in customer support tools and technology, including proficiency with data analysis tools.
• Deep understanding of support KPIs and experience using data-driven decision-making to improve processes.
• Excellent problem-solving and communication skills, with the ability to collaborate across teams.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing business needs.
• Passion for delivering exceptional customer experiences and driving continuous improvement.

Nice-to-haves

• Master's degree is a plus.
• Experience in a high-growth tech environment.

Benefits

• Unlimited paid time off with unlimited personal, vacation, and sick days.
• 401k with 4% matching and instant vesting.
• 100% paid health insurance including medical, dental, and vision.
• $100,000 life insurance policy.
• Short-term and long-term disability insurance.
• Company expense card and monthly stipend for business expenses.
• World-class training program with an onboarding buddy.
• Work on Lincoln Road, close to the beach.
• Great equipment including ergonomic chairs and dual monitors.
• No dress code or policies, just focus on great work.