Director, Support & Onboarding

Emporia Holdings; Foxborough (MA); Hybrid; USD 135,000 - 165,000; Full time

Job summary

SimpleConsign is looking for a Director of Support and Onboarding to own the post-sale experience. You will lead both new-customer onboarding and ongoing support, driving time-to-live, retention, and CSAT to results.

You will scale a capable team, build staffing models, and partner with Product and Engineering to represent the voice of the customer in roadmap discussions. This is a builder's role with direct access to leadership.

Qualifications

• 4+ years in customer support, implementation, or customer success, including 3+ years leading teams (and ideally leading managers).
• Track record in B2B SaaS serving small and mid-sized businesses, understanding the economics of high-volume, lower-ACV customers.
• Demonstrated ability to improve hard metrics: SLAs, CSAT, time-to-live, or retention numbers moved and explained.
• Comfort with operational detail: staffing models, queue design, ticket taxonomy, capacity planning.
• Strong systems instincts: configured and reported out of Intercom, Salesforce, Maxio, and HubSpot.
• Excellent written communication; writing to customers, team, and leadership.
• Willing to stay close to the work, take escalations, participate in migrations and calls.

Responsibilities

• Own onboarding and implementation end-to-end: data migration, hardware setup, store configuration, and training.
• Lead the support organization across phone, email, and chat with defined SLAs and escalation paths.
• Build a self-service knowledge base and in-app guidance to speed resolutions.
• Run reporting on team performance and customer trends for leadership.

Skills

Customer support leadership

B2B SaaS experience

Data-driven decisions

Written communication

Tools

Intercom

Salesforce

Maxio

HubSpot

Job description

Company: SimpleConsign (an Emporia Holdings company, backed by K1 Investment Management)

Location: Hybrid—Columbia, MO OR Foxborough, MA (2 days/week)

Reports to: CFO

Compensation: $150,000 + bonus

About the role

SimpleConsign is the point-of-sale and inventory platform trusted by thousands of consignment, resale, and antique mall operators across North America. Our customers are owner-operators. We're hiring a Director of Support and Onboarding to own that entire post-sale experience. You'll lead both the team that gets new customers live and the team that keeps them running, and you'll be accountable for the metrics that connect the two: time-to-live, retention, and customer satisfaction. This is a builder's role, not a caretaker's. You'll inherit a capable team and a real customer base, and you'll be expected to put structure, staffing models, and reporting behind them.

What you'll own

Onboarding and implementation

• Own the end-to-end new customer launch: data migration from legacy systems and spreadsheets, hardware and peripheral setup, store configuration, and training
• Drive down time-to-live and time-to-first-transaction without sacrificing setup quality
• Build a repeatable onboarding path that scales across customer sizes, from single-store startups to multi-location and mall operators
• Partner with Sales to set accurate expectations at handoff and eliminate surprises in week one
• Drive attach and activation of integrated payments and other add-on modules during onboarding
• Lead the support organization across phone, email, and chat, including coverage models, escalation paths, and published SLAs
• Own support quality and responsiveness: first response time, time to resolution, backlog health, reopen rate, and CSAT
• Build the self-service layer, knowledge base, help center, in-app guidance, and video, to deflect volume and speed up resolution
• Run a disciplined escalation and bug-triage process with Product and Engineering, and be the voice of the customer in roadmap discussions

Team and operations

• Hire, coach, and develop team leads and front-line staff; build career paths that retain your best people
• Build staffing and capacity models tied to ticket volume, seasonality, and new customer cohorts
• Own the support and onboarding tech stack (ticketing, CRM, knowledge base, telephony) and make it produce trustworthy reporting
• Report weekly and monthly on team performance, and surface the customer trends that leadership and the board should know about

What we're looking for

• 4+ years in customer support, implementation, or customer success, including 3+ years leading teams (and ideally leading managers)
• Track record in B2B SaaS serving small and mid-sized businesses, you understand the economics of supporting a high-volume, lower-ACV customer base
• Demonstrated ability to improve hard metrics: you can point to SLAs, CSAT, time-to-live, or retention numbers you moved and explain how
• Comfort with the operational detail, staffing models, queue design, ticket taxonomy, capacity planning
• Strong systems instincts: you've configured and reported out of tools like Intercom, SalesForce, Maxio, and HubSpot
• Excellent written communication; you'll be writing to customers, to your team, and to leadership
• Willing to stay close to the work, take an escalation, sit in on a migration, listen to calls

Why SimpleConsign

SimpleConsign is part of Emporia Holdings, a portfolio of software and payments businesses serving the resale market. That means the stability of an established platform with real revenue and a loyal customer base, plus the pace and scope of a company still building. You'll have direct access to leadership, real ownership over your function, and the resources to fix what needs fixing.

SimpleConsign is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.