Remote Customer Support Director (EST Hours)

Circle of Greatness; United States; Remote; USD 56,000 - 67,000; Full time

Benefits offered by this job

Remote work environment

EST hours alignment

Competitive compensation

Job summary

Circle of Greatness is seeking a Customer Support Director to lead, develop, and scale its Customer Support department. This remote US-based role focuses on strategic leadership, process optimization, and building high-performing teams to deliver exceptional customer experiences.

The role requires strong people leadership, operational standards, and data-driven decision making to drive continuous improvement across the organization. EST-aligned hours are expected, with competitive compensation.

Qualifications

• 5+ years of experience in Customer Support or Customer Experience and leadership roles.
• Proven experience managing Team Leads or multiple support teams.
• Strong background in process optimization, systems improvement, and operational leadership.
• Experience developing SOPs, QA frameworks, and performance management systems.
• Experience analyzing KPIs and translating data into actionable improvements.
• Excellent leadership, communication, coaching, and problem-solving skills.
• Familiarity with customer support platforms, CRM systems, ticketing tools, and workflow automation.
• Ability to manage competing priorities in a fast-paced environment.
• Availability to work full-time during EST business hours.

Responsibilities

• Lead, coach, and develop Customer Support Team Leads.
• Oversee departmental performance and accountability.
• Develop and maintain SOPs; ensure scalable processes.
• Establish QA standards; conduct audits and coaching.
• Define and monitor KPIs; deliver dashboards and reports.
• Drive strategic planning and department growth.

Skills

Leadership

Process optimization

KPIs analysis

Communication

Problem-solving

Organization

EST hours availability

Tools

CRM systems

Ticketing tools

Workflow automation

Job description

Circle of Greatness is seeking a Customer Support Director to lead, develop, and scale its Customer Support department. This remote US-based role focuses on strategic leadership, process optimization, and building high-performing teams to deliver exceptional customer experiences.

The role requires strong people leadership, operational standards, and data-driven decision making to drive continuous improvement across the organization. EST-aligned hours are expected, with competitive compensation.