Director of Customer Support

Director of Support

Location: Austin Texas - On-site

About the job

Our mission

My Client is on a mission to level the playing field for the 110+ million renters in the US by making housing more flexible, affordable, and rewarding. The Company is building a suite of rental financial services for renters and property managers, including applicant underwriting, rent payment reporting, rent reporting-as-a-service, and a number of integrations with the largest property management systems (PMS).

Opportunity

The Director of Support is the US point person for The Company’s support function and the leader responsible for evolving how The Company shows up for every customer it serves – applicants, renters, and property managers. You’ll own the strategy, the metrics, and the day-to-day execution of a function that touches every product and every customer segment. You’ll lead a US-based support team, serve as the escalation point for our offshore operations team in the Philippines, and partner closely with Customer Success, Product, and Engineering to turn support from a cost center into a competitive advantage.

What you’ll do

• Lead the support team. Serve as the US point person for the existing support team of ~25. This includes setting priorities, coaching the team, onboarding new talent, and raising the bar on quality and speed to provide strong customer service. Additionally, manage internal training for new and existing products.
• Serve as the escalation point for customer issues. Roll up sleeves and work daily alongside The Company’s offshore operations team in the Philippines to manage support Jira tickets, handle complex customer inquiries, unblock issues, execute save strategies, handle technical issues, and maintain 24/7 coverage.
• Own the customer experience and channels across segments. Manage and evolve how support is delivered to applicants, renters, and B2B (property managers) customers, recognizing each segment has different needs, expectations, and SLAs.
• Own the metrics. Monitor and continuously improve SLAs, CSAT, time-to-resolution, first-response time, contact rate, and other key support metrics. Manage and report out on priority metrics using The Company’s support dashboard and use them to drive change for the end customers.
• Rethink how The Company provides support. Bring a point of view on what world-class support looks like in 2026 (e.g. improve existing AI-assisted resolution, build proactive support, in-product help, and execute a tiered escalation model for cross-team support.
• Run the help center. Keep The Company’s help center current, comprehensive, and digestible. Identify and launch new support channels and formats that drive faster resolution and higher satisfaction.
• Be the voice of the customer. Understand the top support issues and topics across products and segments, and translate them into priorities and tickets for Product and Engineering to improve the product.
• Partner with Customer Success. Support the CS team on client onboarding and ongoing support to ensure onboarding and ongoing support transitions feel like a unified experience.
• Lead strategic projects. Own the major initiatives in the support domain: implementing new platforms and tooling, running vendor assessments, and standing up support for new Company products as they launch.

What you’ll need

• Minimum 5+ years in customer support, with 3+ years leading and managing support teams, ideally including offshore or globally distributed teams
• Track record of owning and improving the full set of support metrics (SLA, CSAT, time-to-resolution, handling time)
• Experience supporting multiple customer types (consumer and B2B) is strongly preferred
• Experience at at high-growth startup is preferred, with emphasis on experience in the Customer Support / Customer Operations / Technical Support domains
• Hands-on experience implementing and/ or managing a modern support platform (Multi-channel, including help center / KB platforms such as Intercom, Zendesk, Hubspot, Pylon, or similar). Intercom / Fin experience is preferred
• Experience leading strategic projects (This role with include implementing support ticketing, AI-assisted support, and further building out customer support analytics)
• Strong written and verbal communication; able to translate customer needs into clear Jira tickets and handle customer escalations and inquiries directly
• Schedule flexibility to handle escalations as needed, given The Company provides 24/7 support
• Experience in PropTech, fintech, or a regulated consumer environment is a plus
• Based in (or willing to relocate to) Austin, TX; The Company is an in-office company