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Join a forward-thinking company as the Director of Customer Support, where you will lead a dedicated team to deliver exceptional service to a global customer base. This dynamic role involves developing scalable support models and operational processes while ensuring customer satisfaction and retention. You'll collaborate cross-functionally to influence product roadmaps and enhance the customer experience. With a remote-first culture and opportunities for growth, this position is perfect for a strategic leader ready to make a significant impact in a fast-paced environment. If you thrive in a flexible, high-autonomy role and are passionate about customer advocacy, this is the opportunity for you.
Who We Are
SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.
Founded in 2015, SQUIRE is trusted by barbers in 4,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.
Summary
The Director of Customer Support will lead a high-performing, customer-first team that delivers exceptional, 24/7 service to our global customer base. This role requires a strategic, hands-on leader who can develop and implement scalable support models, operational processes, and proactive engagement strategies to improve efficiency, customer satisfaction, and retention. In addition to core support functions, this role also owns scaled customer success initiatives, including retention and scaled/low-touch success management, ensuring every customer receives the best possible experience.
This is a highly demanding and dynamic position that requires flexibility and a deep commitment to availability across multiple time zones. While there is autonomy in managing your schedule, you are expected to be accessible to teams, BPO partners, and key stakeholders after-hours and on weekends if needed across global regions to ensure continuity of operations.
This role is fully remote for US-based candidates, with up to 25% traveling domestically and internationally to meet with teams, BPOs, and customers.
REPORTS TO
Chief Customer Officer
Job Duties And Responsibilities
Leadership & Team Development
Operational Strategy & Execution
Customer Retention & Proactive Engagement
Cross-Functional Collaboration
Crisis & Incident Management
Customer-Centric Culture
The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.
Requirements And Qualifications
What We Offer
Interview Accommodations
SQUIRE is committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are an individual with a disability requiring an accommodation to apply for an open position, please email your request to recruiting@getsquire.com and someone on our team will respond to your request.
EEO Provision
SQUIRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Pay Transparency Nondiscrimination Provision
SQUIRE will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
E-Verify Participation
SQUIRE participates in E-Verify.
Seniority level
Director
Employment type
Full-time
Job function
Other
Industries
Software Development