Director of Customer Support (Fully Remote)

Tekmetric; United States; A distancia; USD 120.000 - 170.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible PTO & remote work

Health coverage + 401k

Descripción de la vacante

Tekmetric is an all-in-one cloud-based software platform that helps auto repair shops run smarter, grow faster, and serve customers better. We are seeking a leader to own the quality, efficiency, and people strategy for our multi-tier support organization.

You will partner with Product, Engineering, and Operations to drive root-cause fixes, build coaching programs, and scale processes that improve CSAT and retention while maintaining key efficiency metrics.

Responsabilidades

• Own the quality, efficiency, and people strategy for a multi-tier support organization.
• Improve CSAT and resolution quality while meeting efficiency metrics like FCR, TTR, and SLA.
• Build career paths, training programs, and coaching practices that boost retention.
• Partner with Product, Engineering, and Operations to drive root-cause fixes and scalable processes.

Descripción del empleo

• Own the quality, efficiency, and people strategy for a multi-tier support organization.
• Set one consistent standard of quality across phone, chat, email, and AI-assisted channels.

Key Responsibilities:

• Improve CSAT and resolution quality while holding efficiency metrics like FCR, TTR, and SLA.
• Build career paths, training programs, and coaching practices that boost retention.
• Partner with Product, Engineering, and Operations to drive root-cause fixes and scalable processes.

What We Offer:

• Flexible PTO and remote work model with intentional in-person offsites.
• Comprehensive health coverage, 401(k) match, wellness stipend, and more.

Tekmetric

Tekmetric is an all-in-one cloud-based software platform that helps auto repair shops run smarter, grow faster, and serve customers better. Founded in 2017, the company has grown into a leading industry solution with a culture built on transparency, integrity, and a service-first mindset.