Director of Customer Support

Tekmetric; United States; Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Remote-friendly policies

Flexible PTO

Health benefits

Job summary

Tekmetric is seeking a Director of Customer Support to own the quality, efficiency, and people strategy of our support organization. This senior role leads Tier 1–3 support, builds programs to measure and sustain quality, and partners with Product and Engineering to address root causes in a fast-paced, remote-first environment.

You will report to executive leadership and shape a scalable, customer-centric support function that drives CSAT, retention, and growth across phone, chat, email, and

Qualifications

• 8+ years of experience in customer support or contact center operations, with 5+ years leading managers or a multi-tier support organization
• Proven track record improving CSAT and quality through a structured QA program
• Experience managing support across multiple channels (phone, chat, email) and tiers (Tier 1–3)
• Demonstrated success building career paths, training programs, and coaching frameworks that improve retention and performance
• Strong analytical skills with experience using KPIs and dashboards to drive decisions
• Experience managing a department including headcount plan, and forecasting
• Hands-on experience with support platforms such as Salesforce, Zendesk, Intercom, or similar
• Exceptional communication and executive presence, with the ability to translate operational data into leadership-ready insights
• Background in SaaS or technology-sector support organizations

Responsibilities

• Own customer satisfaction outcomes (CSAT, NPS) across all support channels, including phone, chat, email, and AI-assisted interactions
• Design, run, and continuously improve the QA program for Tier 1, Tier 2, and Tier 3, with consistent scorecards, calibration sessions, and sampling methodology
• Ensure quality standards are applied consistently across channels and tiers, and that QA findings drive coaching, training, and process changes
• Review customer feedback, low-CSAT interactions, and escalations to identify trends and drive corrective action
• Establish quality benchmarks and hold managers and team leads accountable for results
• Evaluate and improve the quality of AI and automation-handled interactions alongside human-handled contacts
• Own operational efficiency metrics including FCR, AHT, TTR, SLA adherence, backlog, and cost per contact
• Partner with Support Operations on forecasting, staffing, scheduling, and capacity planning to meet service levels
• Identify and lead initiatives that reduce handle time, increase deflection and self-service, and improve resolution rates without sacrificing quality
• Define and maintain escalation paths, tier definitions, and handoff processes between Tier 1, Tier 2, and Tier 3
• Evaluate and provide feedback on gaps in the support tech stack, including ticketing, telephony, QA, knowledge base, and AI tools
• Hire, onboard, and retain a high-performing support organization, including Managers, Team Leads, and frontline agents
• Build clear career paths and role definitions from Tier 1 through leadership, including promotion criteria, skill matrices, and development plans
• Lead coaching and performance management practices, equipping managers to give consistent, data-driven feedback
• Own the training strategy, including new-hire onboarding, product and tool training, soft-skills development, and ongoing upskilling
• Foster a culture of accountability, engagement, and recognition; monitor team health, attrition, and morale
• Develop and execute the customer support strategy and multi-year roadmap in alignment with company goals
• Own headcount planning and organizational design around forecasted needs
• Serve as the voice of the customer, translating support trends and root-cause insights into actionable recommendations for Product, Engineering, Customer Success, and Sales
• Partner with Engineering on Tier 3 escalations, bug triage, and incident communication
• Deliver regular performance reporting and data-driven recommendations to executive leadership
• Inform where there are gaps in the knowledge base and support documentation, and champion self-service resources
• Lead the team through change, including product launches, customer incidents, and periods of rapid growth

Skills

Leadership

Customer Support

SaaS experience

Quality Assurance

Analytics

Forecasting

Cross-functional Collaboration

Education

Bachelor's degree (preferred)

Tools

Salesforce

Zendesk

Intercom

Job description

Tekmetric is the all-in-one, cloud-based software helping auto repair shops run smarter, grow faster, and serve customers better.
Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive.From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably.

Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset.
But we’re not just building shop management software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time.

Come build with us. Join the journey. Shape the future of auto repair.

Working the Tekmetric Way

At Tekmetric, we’re building a culture where winning matters - not for ego, but because when our customers win, we win together.

We move fast, stay curious, and take full ownership of our results — no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you’ll feel right at home here.

We’re direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager’s). This is a place for builders, not bystanders.

Success here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and real results, it’s deeply rewarding. You’ll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you’ll thrive. If that energizes you, we can’t wait to meet you.

Where We Work: At Tekmetric, great work happens anywhere, but great teams are built through intentional connection. We offer hybrid and remote work models based on your proximity to our office hubs. Because we value in-person collaboration, travel is an expected part of every role. We come together several times a year for team and company-wide offsites to align on goals and strengthen relationships. Attendance at these events is expected and fully supported.

About the Role

We are looking for a Director of Customer Support to own the quality, efficiency, and people strategy of our customer support organization. This is a high-impact leadership role responsible for customer satisfaction and quality assurance across every support channel and every tier (Tier 1–3), while building the team, processes, and metrics that allow support to scale with a growing SaaS business.

Our customers depend on our platform to run their businesses every day, and support is often where they decide whether they trust us. You will lead the full support organization across phone, chat, email, and AI-assisted channels, setting one consistent standard of quality and building/maintaining the programs to measure, coach, and sustain it. You will lead managers and team leads, shape the structure and career paths of the team, and be accountable for the experience customers have every time they reach out.

You will set the standard for what great support looks like, hold the organization accountable to it, and develop the leaders and agents who deliver it. Support Operations owns the systems, data, forecasting models, and process infrastructure behind that work. You will partner closely, bringing Ops prioritized improvement ideas and the data to back them, and Ops will turn them into roadmap delivery. This role is built for someone who is equally comfortable coaching a frontline agent, presenting KPIs to executives, and partnering with Product and Engineering to fix root causes.

In your first year, you will:

• Establish a unified QA and customer satisfaction framework that applies consistently across all channels and tiers
• Improve CSAT and resolution quality while holding or improving efficiency metrics such as FCR, TTR, and SLA adherence
• Define clear career paths, training programs, and coaching practices that strengthen retention and internal promotion
• Partner with Product, Engineering, and Customer Success to turn support insights into fixes that reduce contact volume
• Work with Operations to refine the forecasting, staffing, and reporting rhythm that lets leadership see support performance clearly and plan with confidence

You will report to executive leadership and work cross-functional in a fast-paced, remote-first environment where support is treated as a strategic driver of retention and growth, not a cost center.

Key Responsibilities

Quality & Customer Satisfaction

• Own customer satisfaction outcomes (CSAT, NPS) across all support channels, including phone, chat, email, and AI-assisted interactions
• Design, run, and continuously improve the QA program for Tier 1, Tier 2, and Tier 3, with consistent scorecards, calibration sessions, and sampling methodology
• Ensure quality standards are applied consistently across channels and tiers, and that QA findings drive coaching, training, and process changes
• Review customer feedback, low-CSAT interactions, and escalations to identify trends and drive corrective action
• Establish quality benchmarks and hold managers and team leads accountable for results
• Evaluate and improve the quality of AI and automation-handled interactions alongside human-handled contacts

Efficiency & Operations

• Own operational efficiency metrics including FCR, AHT, TTR, SLA adherence, backlog, and cost per contact
• Partner with Support Operations on forecasting, staffing, scheduling, and capacity planning to meet service levels
• Identify and lead initiatives that reduce handle time, increase deflection and self-service, and improve resolution rates without sacrificing quality
• Define and maintain escalation paths, tier definitions, and handoff processes between Tier 1, Tier 2, and Tier 3
• Evaluate and provide feedback on gaps in the support tech stack, including ticketing, telephony, QA, knowledge base, and AI tools

People Development & Career Pathing

• Hire, onboard, and retain a high-performing support organization, including Managers, Team Leads, and frontline agents
• Build clear career paths and role definitions from Tier 1 through leadership, including promotion criteria, skill matrices, and development plans
• Lead coaching and performance management practices, equipping managers to give consistent, data-driven feedback
• Own the training strategy, including new-hire onboarding, product and tool training, soft-skills development, and ongoing upskilling
• Foster a culture of accountability, engagement, and recognition; monitor team health, attrition, and morale

Strategy, Leadership & Cross-Functional Partnership

• Develop and execute the customer support strategy and multi-year roadmap in alignment with company goals
• Own headcount planning and organizational design around forecasted needs
• Serve as the voice of the customer, translating support trends and root-cause insights into actionable recommendations for Product, Engineering, Customer Success, and Sales
• Partner with Engineering on Tier 3 escalations, bug triage, and incident communication
• Deliver regular performance reporting and data-driven recommendations to executive leadership
• Inform where there are gaps in the knowledge base and support documentation, and champion self-service resources
• Lead the team through change, including product launches, customer incidents, and periods of rapid growth

Qualifications

Required

• 8+ years of experience in customer support or contact center operations, with 5+ years leading managers or a multi-tier support organization
• Proven track record improving CSAT and quality through a structured QA program
• Experience managing support across multiple channels (phone, chat, email) and tiers (Tier 1–3)
• Demonstrated success building career paths, training programs, and coaching frameworks that improve retention and performance
• Strong analytical skills with experience using KPIs and dashboards to drive decisions
• Experience managing a department including headcount plan, and forecasting
• Hands-on experience with support platforms such as Salesforce, Zendesk, Intercom, or similar
• Exceptional communication and executive presence, with the ability to translate operational data into leadership-ready insights
• Background in SaaS or technology-sector support organizations

Preferred

• Experience implementing or optimizing AI and automation in support (chatbots, deflection, AI-assisted QA)
• Experience with QA and conversation intelligence tools such as Gong
• Experience scaling a support team through rapid growth
• Familiarity with automotive or other vertical SaaS industries

Why You\'ll Love Working With Us

Health & Wellness That Have You Covered:

• Enjoy the flexibility of remote work
• Competitive base salaries that reflect your value.
• Flexible PTO — No set number of days, just the trust to take the time you need. We genuinely encourage our team to disconnect and recharge.
• Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
• Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
• Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.

Investing in Your Future (and Present):

• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
• Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
• Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
• After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
• Keep growing with support for continuing education - we’re invested in your development.

Most importantly, we have a stellar team, a whole lot of fun, and work that actually matters to the shops and families we serve!

Tekmetric is an equal opportunity employer. We hire hard-working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.