Director, Customer Support Operations

* This is a full-time, exempt, hybrid role based in one of our active markets, with a regular weekly in-office presence to support collaboration, relationship-building, and effective team leadership.

Role Overview

The Director, Customer Support Operations leads the strategy, performance, and day-to-day execution of our customer and partner support function. This role oversees the team responsible for intake, case management, issue resolution, and ongoing support, ensuring that customers receive high-quality, equitable, and reliable service.

This leader is also responsible for evaluating, implementing, and optimizing the tools and systems that power customer support, working closely with Product, Engineering, and Data teams to ensure technology enables service delivery.

What Success Looks Like

This role offers the opportunity to build and strengthen the foundation of our customer support operations as we scale. Success will look like:

• Clear, consistent service standards and escalation paths that create confidence for frontline teams and partners
• Support systems and workflows that enable reliable, high-quality service across markets
• Meaningful visibility into support performance through metrics that inform decisions and improvements
• Reduced operational friction for teams through clearer ownership, processes, and tools
• A stronger feedback loop between Customer Support and Product that addresses root causes, not just symptoms

Key Responsibilities

Customer Support Leadership

• Own the end-to-end customer and partner support experience, from initial intake through resolution and follow-up
• Establish clear service standards, response times, escalation paths, and quality benchmarks
• Ensure support services are delivered with empathy, dignity, and cultural competence

Team Leadership & Workforce Management

• Define staffing models, scheduling, and performance expectations aligned to service demand (9am 5pm local time coverage needed nationwide)
• Manage, train, and develop a team of highly motivated individuals across our distributed city network
• Foster a culture of accountability, learning, and continuous improvement
• Lead budgeting, forecasting, and resource planning for Support operations

Tooling, Systems & Technology Enablement

• Evaluate, select, and continuously improve support tooling, including CRM, case management, and ticketing platforms
• Partner closely with Product and Engineering teams to influence product roadmaps based on frontline support insights
• Communicate customer operational needs with clarity, ensuring Product and Engineering teams have what they need to deliver effective solutions
• Ensure tools and workflows scale with organizational growth while maintaining service quality

Performance Management & Quality Assurance

• Define and track actionable support metrics (e.g., response time, resolution time, backlog, satisfaction)
• Implement quality assurance frameworks and coaching programs to improve consistency and effectiveness
• Use data and qualitative insights to identify root causes and drive improvements

Qualifications

Required

• 7+ years of experience in operations, customer support, community services, or related fields, including people leadership
• Prior experience working at a technology company or in a tech-enabled organization with close Product partnership
• Demonstrated experience evaluating, implementing, and optimizing support or CRM tooling
• Strong operational and analytical skills, with experience managing service-level metrics
• Excellent communication and cross-functional collaboration skills

Preferred

• Experience partnering directly with Product and Engineering teams on roadmap and feature development
• Experience scaling customer support operations, including workforce planning
• Experience leading teams operating in emotionally intense or high-stress environments

What We Offer

Housing Connector offers a comprehensive benefits package designed to support employee well-being, equity, and professional growth, including:

• Comprehensive Health Coverage: Medical, dental, and vision plans. We pay 100% of employee premiums and 50% of partner/dependent premiums
• Generous Paid Time Off: 22+ days of PTO in your first year, plus dedicated…