About the role
Customer Support Director
Location: Remote US Based Schedule: Full-Time | EST Working Hours Compensation: $5,000–$6,000 USD (payment frequency to be confirmed)
About the Role We are looking for an experienced and results-driven Customer Support Director to lead, develop, and scale our Customer Support department.
This is a strategic leadership position responsible for managing Customer Support Team Leads, improving internal systems, establishing operational standards, and ensuring an exceptional customer experience across the organization.
The ideal candidate is a strong people leader with a proven ability to build efficient processes, develop high-performing teams, and use performance data to drive continuous improvement.
Key Responsibilities
1. Team Leadership & Management
* Lead, coach, and develop Customer Support Team Leads. * Oversee overall departmental performance and ensure team accountability. * Establish clear expectations, responsibilities, and performance standards. * Support Team Leads in managing agents, resolving challenges, and improving productivity. * Build a culture of ownership, collaboration, and continuous improvement.
2. Systems & Process Improvement
* Evaluate and optimize existing Customer Support systems, workflows, and processes. * Identify operational inefficiencies and implement scalable solutions. * Develop, improve, and maintain Standard Operating Procedures (SOPs). * Ensure consistent processes and service standards across the department. * Collaborate with other departments to improve the overall customer experience.
3. Quality Assurance & Customer Experience
* Establish and oversee quality assurance standards across the Customer Support department. * Implement quality audits, call reviews, and performance evaluations. * Ensure Team Leads provide consistent coaching and actionable feedback. * Oversee complex customer escalations and ensure effective resolutions. * Identify recurring customer issues and implement preventive improvements.
4. Performance Management & Reporting
* Define, monitor, and improve departmental KPIs, including customer satisfaction, response times, resolution times, and overall team productivity. * Develop reporting systems and performance dashboards. * Analyze trends, identify performance gaps, and implement corrective action plans. * Provide regular updates and strategic recommendations to company leadership. * Ensure departmental goals align with broader business objectives.
5. Training & Team Development
* Oversee the creation and implementation of training and development programs. * Ensure Team Leads have the resources and skills needed to manage their teams effectively. * Identify skill gaps and develop improvement plans. * Standardize onboarding and ongoing training processes. * Support the professional development and growth of the Customer Support department.
6. Strategic Planning & Department Growth
* Develop strategies to improve operational efficiency and customer satisfaction. * Build scalable systems that support company growth. * Partner with leadership to identify departmental priorities and improvement opportunities. * Recommend tools, automations, and process enhancements. * Take ownership of the department's long-term performance and development.
Qualifications & Requirements
* 5+ years of experience in Customer Support or Customer Experience, including significant leadership or management experience. * Proven experience managing Team Leads, supervisors, or multiple support teams. * Strong background in process optimization, systems improvement, and operational leadership. * Demonstrated ability to develop SOPs, quality assurance 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 and lead teams in a fast-paced environment. * Strong organizational skills, accountability, and a proactive mindset. * Availability to work full-time during EST-aligned business hours.
What We're Looking For We are looking for someone who is not only capable of managing a team but can also lead and improve an entire department.
Our ideal Customer Support Director is someone who:
* Thinks strategically while maintaining strong operational oversight. * Knows how to lead and develop Team Leads rather than simply managing individual agents. * Identifies problems and proactively implements solutions. * Is passionate about building efficient systems and improving customer experiences. * Can establish accountability and drive measurable performance improvements. * Is comfortable collaborating directly with company leadership.
Why Join Circle of Greatness?
* Join a fast-growing, international organization. * Take ownership of a critical department and help shape its future. * Work closely with company leadership on strategic initiatives. * Lead and develop a growing team of Customer Support professionals. * Have the opportunity to improve systems, implement new processes, and drive meaningful organizational change. * Enjoy a remote work environment aligned with EST business hours. * Competitive compensation of $5,000–$6,000 USD, subject to final agreement.
Originally posted on Himalayas