Director of Customer Support

Job Description

Job Description

Location : Las Vegas, NV (In-office role - Relocation assistance provided for the right candidate).

About the Role

The Director of Customer Support is a hands-on leader and builder who will transform our Support function into a scalable, tech-driven operation. You’ll own daily execution while shaping how the team grows — leading frontline service, moderation, escalations, quality, fraud, and payments. The right candidate combines operational depth with the vision to modernize workflows, leverage AI and automation, and build a high-performing, adaptable team. This is not a call center role; it’s an opportunity to lead support in a fast-paced, technology-focused environment.

Who You Are

You’re an ambitious support leader ready for a bigger challenge. You’ve successfully led teams, improved performance, and delivered measurable results — and now you want the opportunity to build, scale, and strengthen a support function. You’re not content to maintain the status quo; you want to make support faster, smarter, and more effective, while bringing the insight that helps shape how the function evolves.

You bring :

• Proven leadership experience : 3–5+ years managing support teams with clear, measurable improvements in KPIs (CSAT, response times, resolution rates, cost per ticket, etc.)
• Hands-on AI and automation skills : direct experience experimenting with and implementing tools, with an understanding of how to integrate them into workflows
• A builder’s mindset : you thrive in evolving environments, take initiative, and get excited about creating processes that scale
• Change management experience : proven ability to lead transitions such as implementing new systems, restructuring teams, or managing vendors
• Data fluency : you live in dashboards, rely on metrics to guide decisions, and can tell the story behind the numbers
• People leadership : skilled at hiring, coaching, giving direct feedback, and holding teams accountable while maintaining morale
• Cross-functional collaboration : comfortable working with Product, Engineering, and Data teams to solve problems and influence outcomes
• Strategic thinking : able to identify patterns in customer feedback and translate them into actionable improvements

You’re energized by :

This isn’t the role for you if you’re looking for a title bump without the challenge, if you prefer a remote or hybrid setup, or if you’re uncomfortable with AI, change, or complexity.

What You’ll Do

Team Leadership and Accountability

Operations and Escalations

Training, Quality, and Process

Technology, Data, and Cross-Functional Impact

Transition and Growth

Required Skills and Qualifications

Nice to Haves

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