Director, Customer Support

Smart Care Equipment Solutions; Indiana (PA); On-site; USD 130,000 - 180,000; Full time

Job summary

Smart Care Equipment Solutions is seeking a Director of Customer Support to lead the centralized Customer Operations organization, overseeing Customer Service, Dispatch, Workforce Management, Quality Assurance, and Customer Escalation functions. This leader will drive a world-class customer experience and operational excellence across the service lifecycle.

Reporting to the Vice President – Field Support, the role focuses on developing strategies that enhance customer satisfaction, employee

Responsibilities

• Develop and execute the enterprise Customer Experience strategy.
• Champion a customer-first culture emphasizing responsiveness and service excellence.
• Lead Voice of the Customer initiatives utilizing CSAT, NPS, CES to drive improvement.
• Establish service standards and customer communication expectations across all customer-facing teams.
• Serve as executive sponsor for high-profile customer issues and service recovery.
• Lead centralized customer service operations across the US.
• Ensure consistent intake, work order creation, scheduling, communication, and issue resolution.
• Drive continuous improvement in responsiveness, first-contact resolution, and service quality.
• Evolve operating rhythms, performance management, and SOPs.
• Provide strategic oversight of national dispatch operations and technician scheduling.
• Develop dispatch strategies to maximize utilization and reduce response times.
• Oversee forecasting, scheduling, staffing models, and capacity planning.
• Develop onboarding programs and ongoing learning for customer service and dispatch.
• Lead enterprise Quality Assurance programs and calibration.
• Utilize quality insights to improve interactions and reduce errors.
• Lead executive escalation processes and governance.
• Analyze root causes and implement corrective actions.
• Partner with IT to implement AI-enabled customer support and self-service.
• Lead and develop managers and teams; build leadership succession.
• Develop executive dashboards focused on CSAT, NPS, CES and SLA.

Job description

The Director of Customer Support is responsible for leading Smart Care's centralized Customer Operations organization, overseeing Customer Service, Dispatch, Workforce Management, Quality Assurance, and Customer Escalation functions. This leader is accountable for delivering a consistent, world-class customer experience while driving operational excellence across every customer interaction. Reporting to the Vice President – Field Support, the Director leads a diverse organization of onshore and offshore team members responsible for supporting customers throughout the service lifecycle, from initial service request through technician dispatch, service completion, and issue resolution. This role develops and executes customer service strategies that improve customer satisfaction, employee engagement, operational efficiency, and business performance through process improvement, technology innovation, workforce optimization, and data-driven decision-making.

Scope

• Customer Service Contact Center
• National Dispatch Operations
• Customer Support Workforce Management (Forecasting, Scheduling, Capacity Planning)
• Quality Assurance & Performance Management Executive
• Customer Escalations
• Customer Communications
• Customer Experience (CX) Programs
• Customer Operations Reporting & Analytics
• Offshore Business Process Outsourcing (BPO) Partners

Primary Responsibilities

Customer Experience Leadership

Develop and execute the enterprise Customer Experience strategy. Champion a customer-first culture that prioritizes responsiveness, ownership, transparency, and service excellence. Lead Voice of the Customer initiatives utilizing customer feedback, CSAT, NPS, Customer Effort Score (CES), and customer insights to drive continuous improvement. Establish service standards and customer communication expectations across all customer-facing teams. Serve as executive sponsor for high-profile customer issues and service recovery efforts.

Customer Service Operations

Lead all centralized customer service operations supporting customers across the US. Ensure consistent execution of service request intake, work order creation, service scheduling, customer communication, and issue resolution. Drive continuous improvement in customer responsiveness, first-contact resolution, and overall service quality. Evolve operating rhythms, daily performance management, and standardized operating procedures.

Dispatch Operations

Provide strategic oversight of national dispatch operations. Optimize technician scheduling and resource allocation while balancing customer expectations, technician productivity, travel efficiency, and contractual service level agreements. Develop dispatch strategies that maximize technician utilization while reducing response times and improving first-time fix rates. Partner closely with Regional Operations leaders to continuously improve field execution.

Workforce Management

Oversee workforce planning, forecasting, scheduling, staffing models, and capacity planning across all customer support functions. Develop staffing strategies that effectively leverage both onshore and offshore resources. Ensure workforce plans support seasonal demand, customer growth, and changing business needs. Improve schedule adherence, productivity, and overall workforce efficiency.

Quality Assurance, Training, & Continuous Improvement

Develop onboarding programs that accelerate new hire productivity. Create ongoing learning and development programs for customer service, dispatch, and leadership teams. Establish and lead enterprise Quality Assurance programs across customer service and dispatch operations. Develop quality scorecards, coaching standards, calibration programs, and performance audits. Utilize quality insights to improve customer interactions, reduce errors, and increase consistency. Lead continuous improvement initiatives to simplify processes and eliminate waste.

Customer Escalation Management

Lead executive customer escalation processes for strategic and high-impact customer issues. Develop standardized escalation procedures and governance. Analyze root causes and implement corrective actions to prevent recurring issues. Partner with Sales, Operations, and Executive Leadership to strengthen key customer relationships.

Technology & Digital Transformation

Partner with Information Technology to implement technology solutions that enhance both the customer and employee experience. Lead modernization initiatives involving AI-enabled customer support, workforce management solutions, and customer self-service capabilities. Identify automation opportunities that reduce manual work, improve accuracy, and accelerate response times. Utilize analytics and AI to drive predictive insights and operational improvements.

Leadership & Talent Development

Lead, mentor, and develop managers, supervisors, and team leaders across multiple customer operations functions. Foster a culture of accountability, collaboration, innovation, and continuous improvement. Build leadership succession plans and high-performing teams capable of supporting organizational growth. Lead both internal teams and outsourced partners to achieve consistent performance expectations.

Performance & Business Results

Develop and maintain executive dashboards and performance reporting focused on operational health, customer outcomes, and continuous improvement. Key performance indicators include: Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), Speed to Answer, Service Level Achievement, Email Response Time, Call Abandonment Rate, Schedule Compliance, Technician Utilization, Support Quality Assurance Scores, Employee Engagement, Attrition & Retention, Productivity, SLA Performance. Cross-Functional Leadership Partner closely with cross-functional teams including Field Operations, Sales, Marketing, IT, Supply Chain, and training, to align customer support capabilities with business objectives and deliver a seamless end-to-end customer experience.

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand‑alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status.

All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care’s application or hiring process due to a disability, please contact the Human Resources department at [e-mail].

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand‑alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Our strong reputation and leading customer service stems from our high‑quality technician base, breadth of services and quick response times.

We are OEM‑agnostic with the ability to service more than 10,000 types of equipment – giving you a valuable, single source provider to all your kitchen and refrigeration equipment needs.

As we continue to build upon our foundation of world class technicians and national coverage, it is centered around how to better serve our broad range of customers – from grocery to restaurants, from corporate dining to hospitality, from large entertainment venues to higher education, from cold storage to convenience stores, from healthcare to casinos.