Director, Customer Solutions

Director, Customer Solutions

Relay is a cloud-based technology platform that helps frontline teams improve communications, increase employee safety, and improve their productivity. Relay helps frontline teams digitally transform their operations with the modern tools which supports actionable real-time data needed to track performance and improve their operations. We're on a mission to change the frontline world. We are evolving our Support organization, expanding our mission to ensure continued investment into our customers through remarkable growth.

This role is a tremendous opportunity to influence the customer experience and operational excellence trajectory of a scaling startup. This leader will be a strong leader, builder and contributor in scaling a growing function and growing customer base. The Customer Solutions function, currently a team of 16, is responsible for driving the core operational support experience across all customers from SMB to Fortune 500, in all industries across Manufacturing, Hospitality, Healthcare, and beyond. This leader is responsible for setting the bar of excellence in resolving and mitigating customer issues, driving expedient and accurate resolution across the Core Support, Enterprise Support, and potential future Technical Account Management team.

The mission of Customer Solutions is to drive productive customer solutions accurately resolving surfaced and unsurfaced problems that impede the holistic solution performance of Relay by leveraging human + agentic AI, against varying levels of technical and relational complexity. Success in this role is defined by your ability to be a builder, scaler, and critical operator. We're hiring for an impactful functional leader who will, ensure our support foundation is stellar while innovating on how we solve complex customer challenges.

In our Operations organization, our vision is to be the easiest partner our customers do business with. Our customers are the lifeblood of our economy - the frontline, the desk-less worker. "Easy" must be the heartbeat that pulses through each customer interaction, ensuring "time spent on Relay" accelerates their business operations, never hinders them.

This role is based in Raleigh, NC and requires working in the office 5 days a week to effectively lead the function, foster cross-functional partnerships, and drive operational cadence.

What you will do :

• Reporting to the VP of Operations, lead and scale the Customer Solutions function : Directly lead the Core Support (Tier 1 & Tier 2) and Enterprise Support teams, and inline with business needs / demand strategically define, staff, and grow a Technical Account Management (TAM) team to support our upmarket expansion in 2026 and beyond.
• Drive Operational Excellence : Ensure the Core and Enterprise Support teams consistently meet and exceed performance targets, including stellar CSAT scores, stringent SLAs, and reduced handling times through to resolution, optimizing channels based on resolution success to serve our Frontline customer base.
• Be a Customer-Centric Operator : Deeply understand the diverse support needs of frontline workers across different industries, building a cohesive support experience that meets their unique needs and aligns with how they seek resolution.
• Innovate with AI : Drive the strategy and execution of leveraging Agentic AI within Core Support to accurately and efficiently resolve technical issues at scale, while maintaining high quality control, customer satisfaction, in line with our brand promise.
• Forge Strategic Relationships : Oversee and personally engage with the Enterprise Support team's proactive, high-touch support model for our most strategic customers and prospects, which includes regular on-site travel and leveraging enhanced alerting (vs. dashboards) for problem prevention.
• Define the Future : Serve as the founding builder of the TAM function, defining its scope, refining its impact, and growing the team in line with business needs and the acquisition of new upmarket customers.
• Resource and Strategize : Regularly calibrate and communicate the operating strategy for the function to senior leadership, ensuring appropriate resourcing and balancing across Technology, People, and Process in delivering for our customers, bolstering our current foundation while driving iteration and innovation.
• Innovation & Advocacy : Lead hypothesis testing that drives CX benefit and leverage within our business. Position scope, results, and exec briefings to guide decision making for investment in high-performing ideas, or learnings from failures to Senior leadership. Requires forging strong cross-functional partnerships with Product, Engineering, and Customer Success to ensure a holistic approach to deliver positive outcomes for our customers.
• Ability to travel up to 20% of the time within North and Latin America

What you will bring to this role :

About us : Relay culture, benefits & perks :

Our culture hinges on Relayers getting LIT up in an environment that fosters learning, impact, and teamwork (LIT) where we can CHASE the best work in our lives. We call this BWIML (pronounced bee wimmel = Best Work In My Life)!

It's truly amazing what engaged team members can achieve together. Our ever evolving list of benefits and perks mean you'll be able to integrate work into your whole life, focus on health, perform impactful work, grow and learn in your role, look after yourself / your family, and invest in your future.

At Relay, we offer...

We ask our people leaders to be in the office more often to be readily available to support their teams and other groups. This helps foster a strong sense of community and provides valuable mentorship opportunities.