Director, Client Support

LIFELENZ is a rapidly growing team of 80+ mathematicians, engineers, designers, computer scientists, strategists and client success experts based in the U.S., Canada, Australia, and UK building a machine learning-based, advanced analytics workforce and human capital management platform. We have built and maintained over 20+ platforms over a 19-year period. We have won many awards for client delivery and collectively contributed to over 100+ global patents for complex software platforms. In the past 2 years, the business has been funded over $20M USD as we deliver metrics that will unlock our Series B funding in early Q1 2026, providing us with significant capital to accelerate our growth & expansion across verticals and geographies while further driving our dominance in the US QSR Top Brands market.

Our mission is to create optimized outcomes for both employers and employees.

LIFELENZ is an automated workforce and human capital management platform solving challenges related to onboarding, sales & labour forecasting, scheduling & time clock / keeping, insights & reporting and labour law compliance. It uses machine learning to automatically self-tune and self-manage models to a particular store with hyper-local attributes. The technology approach and analytic methodologies used enable the distribution across large-scale centralized ownership and highly fragmented franchised ownership companies.

Role Overview

As the Director of Client Support at LIFELENZ, you will lead the global client support function, ensuring clients receive timely, effective, and high-quality assistance throughout their lifecycle. This role will oversee the global support team and manage the Level 1 offshore support partnership, establishing a best-in-class support framework aligned to client needs and organizational goals. The Director will also be responsible for defining KPIs, scaling processes, and acting as a senior escalation point to ensure a consistent client experience.

This role demands a leader who can blend operational rigor with client empathy to deliver a consistently high-quality support experience. This position requires someone who thrives in building and scaling global support structures, balancing strategic process design with hands-on involvement in critical escalations. The role demands the ability to manage and optimize offshore partnerships, ensuring service levels are met while maintaining seamless alignment with internal teams. It requires strong analytical skills to track performance metrics and drive continuous improvement, coupled with the leadership presence to inspire teams and instill accountability. Above all, this role calls for a leader with a client-first mindset, ensuring every interaction reinforces trust, strengthens relationships, and supports long-term client success.

Key Responsibilities

Strategic Leadership

• Develop and execute a global client support strategy aligned with business goals and customer expectations.
• Champion a hybrid support model integrating AI, automation, and human expertise to enhance responsiveness and scalability.

Team Development

Operational Excellence

Technology & Innovation

Client Engagement

Cross-Functional Collaboration

Performance & Compliance

Financial Stewardship

Hands on involvement

Knowledge, Experience & Qualifications

LIFELENZ Values

Why LIFELENZ?

We are a ground-breaking platform with a unique vision (we can’t give away our secrets here!). If you like working in a collaborative environment which values inclusion, flexibility and challenging the status quo then we would love to hear from you!

We have office locations in Adelaide, Chicago, Washington D.C, and people based in Australia, US, Canada, and the UK.

Our growth is led by working with some of the largest companies in the world. We are always on the lookout for aspiring individuals, who are naturally curious, with tenacious problem-solving and critical thinking skills. If you feel this role is for you, please apply – an enthusiastic, high performing team awaits!

Join our team today!

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