The Director of Support leads the customer support organization, overseeing operations, driving team performance, and ensuring excellent customer satisfaction while managing support operations effectively.
Job Summary & Responsibilities
The Director of Support, reporting to the Sr. VP, Customer Success, leads Impel’s customer support organization to deliver a high-quality, scalable, and customer-first support experience. This role provides strategic and operational leadership across technical and AI-driven support teams, ensuring excellent customer outcomes while scaling support operations in line with company growth.
- Lead and develop support managers and teams across regions, driving accountability, performance, and engagement.
- Own day-to-day support operations, including workflows, escalation management, and incident response.
- Monitor and analyze support metrics to improve efficiency, quality, and customer satisfaction.
- Own and evolve the support technology stack (ticketing, chat, phone, monitoring, and knowledge base).
- Partner with Product, Engineering, Implementation, Sales, and Customer Success to resolve complex issues and address root causes.
- Serve as an escalation point for high-impact customer issues.
- Promote inclusive, respectful, and customer-first practices aligned with company values.
Qualifications
- Proven experience leading technical or customer support organizations, including people leaders.
- Automotive industry experience is strongly preferred.
- Experience supporting AI-driven data platforms or complex SaaS products.
- Bachelor’s degree or equivalent experience; advanced degree a plus.
- Strong operational, analytical, and cross-functional collaboration skills.
- Ability to balance hands-on execution with strategic planning.
- Comfortable operating in a fast-paced, evolving environment.
Location & Travel
- Preferred locations: Syracuse, NY; Burlington, VT; New York, NY. Remote considered.
- Up to 25% travel, including some international travel.
Top Skills
Chat Software
Knowledge Base Tools
Monitoring Tools
Phone Support
Ticketing Systems
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