Remote Customer Support Director - Lead & Scale Ops

Circle of Greatness; Atlanta (GA); Remote; USD 56,000 - 67,000; Full time

Benefits offered by this job

Remote work (EST hours)

Leadership role in CS department

Job summary

Circle of Greatness is seeking a seasoned Customer Support Director to lead and scale our customer support function. This remote US-based role reports to executives and focuses on building processes, coaching Team Leads, and delivering exceptional customer experiences.

You will own QA, SOPs, KPI dashboards, and strategic planning to drive continuous improvement while aligning with company objectives. EST-aligned hours and competitive compensation are offered.

Qualifications

• 5+ years in Customer Support or CX with leadership experience.
• Proven ability to develop SOPs and performance management systems.
• Strong data-driven decision making with KPI tracking.
• Experience leading multiple teams and coaching leads.
• Familiarity with CS platforms and workflow automation.

Responsibilities

• Lead and develop Customer Support Team Leads, driving performance.
• Optimize systems, workflows, and SOPs for scale.
• Establish QA standards and conduct audits.
• Define and monitor KPIs like CSAT, response and resolution times.
• Oversee training programs and professional development.
• Plan growth initiatives and select new tools.

Skills

Leadership

Team management

Process improvement

SOP development

KPI analysis

Customer experience

Strategic thinking

Communication

Tools

CRM platforms

Ticketing systems

Workflow automation

Job description

Circle of Greatness is seeking a seasoned Customer Support Director to lead and scale our customer support function. This remote US-based role reports to executives and focuses on building processes, coaching Team Leads, and delivering exceptional customer experiences.

You will own QA, SOPs, KPI dashboards, and strategic planning to drive continuous improvement while aligning with company objectives. EST-aligned hours and competitive compensation are offered.