Hybrid Director of Onboarding & Support Excellence

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

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.