Director of Team Support

Soccer Village; Blue Ash (OH); On-site; USD 90,000 - 140,000; Full time

Job summary

Soccer Village Inc. in Blue Ash, OH is seeking a Director of Team Support to lead our customer care and Team Support operations. This role drives strategy, performance, and continuous improvement to deliver outstanding service for customers, teams, and partners.

You will mentor managers, use data to guide decisions, streamline processes, and implement scalable solutions to support growth. The position is full-time, in-office, with a focus on KPI tracking, escalation management, and elevating the

Qualifications

• Bachelor’s degree in Business Administration, Communications, or related field.
• 5+ years in customer support or operations; 2+ years in a leadership/director role.
• Proven track record of building and managing multi-tiered teams.
• Data-driven with ability to analyze metrics and guide improvements.
• Strong problem-solving skills for escalating and resolving issues.
• Technical savvy with enterprise service tools and data visualization platforms.

Responsibilities

• Define and report on KPIs like customer experience (CSAT), resolution (FCR), speed (FRT) and workload.
• Identify bottlenecks and drive root-cause resolutions with sales and production.
• Oversee escalation handling for high-priority customer issues.
• Implement automation of repetitive workflows to improve efficiency.
• Maintain internal knowledge bases and training materials.

Skills

Leadership

Data-driven

Customer-focused

Problem solving

Technical savvy

Communication

Education

Bachelor’s degree in Business Administration, Communications, or related field

Tools

Enterprise service tools

Data visualization platforms

Job description

Position Type:

Full-time, M-F, 100% In-office (not remote)

Location:

Blue Ash, OH

Position Summary

Soccer Village is seeking an experienced and strategic Director of Team Support to lead and elevate our customer care and Team Support operations. This individual will play a critical role in developing a high-performing support organization that delivers exceptional service to our customers, teams, and business partners.

The Director of Team Support will oversee the overall direction, performance, and continuous improvement of the department, ensuring that people, processes, and technology work together to create an outstanding customer experience. This role requires a strong leader who can develop and mentor management teams, use data to drive business decisions, streamline operations, and implement scalable solutions to support the company's continued growth.

Performance & Data Analysis

• Define, track, and report on department-wide Key Performance Indicators (KPIs) like customer experience (CSAT), resolution (FCR), speed (FRT), and workload to make sure we are providing top-level customer service.
• Leverage data analytics to identify customer friction points and operational bottlenecks.
• Deliver comprehensive performance reviews to the leadership team.
• Translate raw ticket metrics into actionable customer feedback and business intelligence.

Escalation & Problem Solving

• Serve as the ultimate point of escalation for high-priority or highly sensitive customer and partner dilemmas.
• Diagnose systemic operational or supply chain failures and execute rapid, root-cause resolutions with sales and production departments
• Empower frontline teams with clear decision-making boundaries and training on how to de-escalate situations to resolve friction quickly.
• Evaluate, select, and integrate support infrastructure technologies (AI chatbots, ticketing systems for routing workflows).
• Automate repetitive workflows to maximize agent efficiency and lower overall cost-per-contact.
• Oversee the continuous maintenance of internal knowledge bases.

Customer Experience

• Map and optimize the end-to-end customer journey across all support touchpoints to reduce customer effort.
• Introduce proactive customer experience initiatives, including post-resolution follow-ups and satisfaction check-ins for high-value segments.
• Act as the internal advocate for the consumer, sharing qualitative user insights with sales and operations teams to drive business improvements.
• Benchmark support performance against global industry standards to ensure the company remains a leader in customer retention.

Qualification & Skills

• Education: Bachelor’s degree in Business Administration, Communications, or a related field preferred.
• Experience: 5+ years of experience in customer support or operations management, with at least 2+ years in a leadership or director-level role.
• Leadership: Track record of building and managing multi-tiered teams.
• Customer-Focused: Committed to delivering exceptional customer experiences and finding solutions that build lasting relationships.
• Data-Driven: Comfortable analyzing performance metrics and using insights to guide decisions and improvements.
• Effective Problem Solver: Able to navigate complex situations, resolve escalations, and identify opportunities for process improvement.
• Technical Savvy: Deep familiarity with enterprise service tools and data visualization platforms.