Director of Support & Customer Operations (Hybrid—Chicago)

Goose; Chicago (IL); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision

Hybrid schedule

PTO + holidays

Professional development

Equity offered

Job summary

Goose is seeking an Associate Director/Director of Support in Chicago, IL to lead and scale our customer operations. You will set strategy for support quality, build and coach a team of specialists, and own systems that make great support repeatable at scale. You will report to the Head of Customer Operations.

The role emphasizes team management, process ownership, and cross-functional influence, with a hybrid in-office schedule (3 days in the office) in the greater Chicago area.

Qualifications

• 7–10 years in customer support or customer success.
• 3+ years managing people managers or leads.
• Exceptional communication, de-escalation, and coaching skills.
• Strong operational and strategic instincts.
• Experience managing distributed or offshore teams.
• Ability to drive process improvements with metrics.

Responsibilities

• Own support quality end-to-end—setting SLA targets, monitoring queue health, and building escalation framework.
• Serve as escalation point for highest-stakes customer issues.
• Hire, coach, and develop Team Leads and Support Specialists, including performance management and career paths.
• Own partnership with offshore support team—coverage models, quality consistency, handoffs across time zones.
• Analyze support volume and friction patterns; bring recommendations and business cases to leadership.
• Partner with Implementation, Customer Success, and Product to close knowledge gaps and influence roadmap.
• Design and own team coverage models, including weekend and after-hours rotations.
• Build and maintain documentation, playbooks, and training infrastructure for scale.
• Own key metrics (CSAT, SLA adherence, resolution time, escalation rate) and report to leadership.

Skills

People management

Customer success

Strategic thinking

Operational excellence

Communication

Distributed teams

Process design

Tools

Intercom

HubSpot

Zendesk

Job description

Goose is seeking an Associate Director/Director of Support in Chicago, IL to lead and scale our customer operations. You will set strategy for support quality, build and coach a team of specialists, and own systems that make great support repeatable at scale. You will report to the Head of Customer Operations.

The role emphasizes team management, process ownership, and cross-functional influence, with a hybrid in-office schedule (3 days in the office) in the greater Chicago area.