[All remote jobs](https://jobicy.com/jobs.md)[![Tekmetric logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/f9f6e168-221.png)](https://jobicy.com/company/tekmetric.md)[Tekmetric](https://jobicy.com/company/tekmetric.md) # Director of Customer Support AI Summary This Director of Customer Support role leads the quality, efficiency, people strategy, and long-term scaling of Tekmetric’s multi-tier SaaS support organization. The director will own customer outcomes across phone, chat, email, and AI-assisted support, with accountability for CSAT, NPS, FCR, TTR, SLA adherence, backlog, and cost per contact. Core work includes building QA, coaching, career-pathing, training, staffing, and performance-management programs for managers, team leads, and agents. The role partners closely with Support Operations, Product, Engineering, Customer Success, and executive leadership to turn customer insights into operational and product improvements. It requires an experienced, data-driven support executive who can lead through growth, incidents, and organizational change in a remote-first environment.[Apply for this job](#job-application)[View company](https://jobicy.com/company/tekmetric.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUndisclosedDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished9 Nov 2026Apply before9 Dec 2026Listing views53Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. About [Tekmetric](https://jobicy.com/company/tekmetric.md) Tekmetric is the all-in-one, cloud-based software helping auto repair shops run smarter, grow faster, and serve customers better. Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive – not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably. Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution – all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. But we’re not just building shop management software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward – one interaction at a time. Come build with us. Join the journey. Shape the future of auto repair. Working the Tekmetric Way At Tekmetric, we’re building a culture where winning matters – not for ego, but because when our customers win, we win together. We move fast, stay curious, and take full ownership of our results — no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you’ll feel right at home here. We’re direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager’s). This is a place for builders, not bystanders. Success here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and real results, it’s deeply rewarding. You’ll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you’ll thrive. If that energizes you, we can’t wait to meet you. Where We Work: At Tekmetric, great work happens anywhere, but great teams are built through intentional connection. We offer hybrid and remote work models based on your proximity to our office hubs. Because we value in-person collaboration, travel is an expected part of every role. We come together several times a year for team and company-wide offsites to align on goals and strengthen relationships. Attendance at these events is expected and fully supported. ### About the Role We are looking for a Director of Customer Support to own the quality, efficiency, and people strategy of our customer support organization. This is a high-impact leadership role responsible for customer satisfaction and quality assurance across every support channel and every tier (Tier 1–3), while building the team, processes, and metrics that allow support to scale with a growing SaaS business. Our customers depend on our platform to run their businesses every day, and support is often where they decide whether they trust us. You will lead the full support organization across phone, chat, email, and AI-assisted channels, setting one consistent standard of quality and building/maintaining the programs to measure, coach, and sustain it. You will lead managers and team leads, shape the structure and career paths of the team, and be accountable for the experience customers have every time they reach out. You will set the standard for what great support looks like, hold the organization accountable to it, and develop the leaders and agents who deliver it. Support Operations owns the systems, data, forecasting models, and process infrastructure behind that work. You will partner closely, bringing Ops prioritized improvement ideas and the data to back them, and Ops will turn them into roadmap delivery. This role is built for someone who is equally comfortable coaching a frontline agent, presenting KPIs to executives, and partnering with Product and Engineering to fix root causes. In your first year, you will: * Establish a unified QA and customer satisfaction framework that applies consistently across all channels and tiers * Improve CSAT and resolution quality while holding or improving efficiency metrics such as FCR, TTR, and SLA adherence * Define clear career paths, training programs, and coaching practices that strengthen retention and internal promotion * Partner with Product, Engineering, and Customer Success to turn support insights into fixes that reduce contact volume * Work with Operations to refine the forecasting, staffing, and reporting rhythm that lets leadership see support performance clearly and plan with confidence You will report to executive leadership and work cross-functionally in a fast-paced, remote-first environment where support is treated as a strategic driver of retention and growth, not a cost center. ### Key Responsibilities Quality & Customer Satisfaction * Own customer satisfaction outcomes (CSAT, NPS) across all support channels, including phone, chat, email, and AI-assisted interactions * Design, run, and continuously improve the QA program for Tier 1, Tier 2, and Tier 3, with consistent scorecards, calibration sessions, and sampling methodology * Ensure quality standards are applied consistently across channels and tiers, and that QA findings drive coaching, training, and process changes * Review customer feedback, low-CSAT interactions, and escalations to identify trends and drive corrective action * Establish quality benchmarks and hold managers and team leads accountable for results * Evaluate and improve the quality of AI and automation-handled interactions alongside human-handled contacts Efficiency & Operations * Own operational efficiency metrics including FCR, AHT, TTR, SLA adherence, backlog, and cost per contact * Partner with Support Operations on forecasting, staffing, scheduling, and capacity planning to meet service levels * Identify and lead initiatives that reduce handle time, increase deflection and self-service, and improve resolution rates without sacrificing quality * Define and maintain escalation paths, tier definitions, and handoff processes between Tier 1, Tier 2, and Tier 3 * Evaluate and provide feedback on gaps in the support tech stack, including ticketing, telephony, QA, knowledge base, and AI tools People Development & Career Pathing * Hire, onboard, and retain a high-performing support organization, including Managers, Team Leads, and frontline agents * Build clear career paths and role definitions from Tier 1 through leadership, including promotion criteria, skill matrices, and development plans * Lead coaching and performance management practices, equipping managers to give consistent, data-driven feedback * Own the training strategy, including new-hire onboarding, product and tool training, soft-skills development, and ongoing upskilling * Foster a culture of accountability, engagement, and recognition; monitor team health, attrition, and morale Strategy, Leadership & Cross-Functional Partnership * Develop and execute the customer support strategy and multi-year roadmap in alignment with company goals * Own headcount planning and organizational design around forecasted needs * Serve as the voice of the customer, translating support trends and root-cause insights into actionable recommendations for Product, Engineering, Customer Success, and Sales * Partner with Engineering on Tier 3 escalations, bug triage, and incident communication * Deliver regular performance reporting and data-driven recommendations to executive leadership * Inform where there are gaps in the knowledge base and support documentation, and champion self-service resources * Lead the team through change, including product launches, customer incidents, and periods of rapid growth ### Qualifications Required * 8+ years of experience in customer support or contact center operations, with 5+ years leading managers or a multi-tier support organization * Proven track record improving CSAT and quality through a structured QA program * Experience managing support across multiple channels (phone, chat, email) and tiers (Tier 1–3) * Demonstrated success building career paths, training programs, and coaching frameworks that improve retention and performance * Strong analytical skills with experience using KPIs and dashboards to drive decisions * Experience managing a department including headcount plan, and forecasting * Hands-on experience with support platforms such as Salesforce, Zendesk, Intercom, or similar * Exceptional communication and executive presence, with the ability to translate operational data into leadership-ready insights * Background in SaaS or technology-sector support organizations Preferred * Experience implementing or optimizing AI and automation in support (chatbots, deflection, AI-assisted QA) * Experience with QA and conversation intelligence tools such as Gong * Experience scaling a support team through rapid growth * Familiarity with automotive or other vertical SaaS industries Why You’ll Love Working With Us Health & Wellness That Have You Covered: * Enjoy the flexibility of remote work * Competitive base salaries that reflect your value. * Flexible PTO — No set number of days, just the trust to take the time you need. We genuinely encourage our team to disconnect and recharge. * Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones. * Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families. * Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp. Investing in Your Future (and Present): * 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% – so your future self will thank you. * Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further. * Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind. * Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best. * After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you. * Keep growing with support for continuing education – we’re invested in your development. Most importantly, we have a stellar team, a whole lot of fun, and work that actually matters to the shops and families we serve! Tekmetric is an equal opportunity employer. We hire hard-working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Tekmetric will never ask for your personal financial or banking information or require any financial commitment as part of our candidate search or application process. No job offers will be made without a formal interview process. All legitimate Tekmetric job postings are listed at [tekmetric.com/careers](http://tekmetric.com/careers). Recruiter communications come from @tekmetric.com email addresses. Please visit this link for further information[Fraudulent Job Offers](https://www.tekmetric.com/fraudulent-job-offers) Show more [Apply now >](https://jobicy.com/jobs/160027-director-of-customer-support-3.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a senior functional leadership position with ownership of both customer experience and operational performance across multiple channels and support tiers. Success requires simultaneously developing people, improving metrics, shaping strategy, and influencing executive and cross-functional decisions. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$165,000US market range (per year)$140k–$195k0$214.50k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No base salary is disclosed in the posting. The annual figures are AI estimates for a US-based Director of Customer Support in a SaaS company, based on the role’s senior leadership scope, multi-channel operational ownership, and required experience. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Support Leadership](https://jobicy.com/jobs?search_keywords=Customer%20Support%20Leadership.md)[Contact Center Operations](https://jobicy.com/jobs?search_keywords=Contact%20Center%20Operations.md)[Customer Satisfaction](https://jobicy.com/jobs?search_keywords=Customer%20Satisfaction.md)[Quality Assurance](https://jobicy.com/jobs?search_keywords=Quality%20Assurance.md)[Support Strategy](https://jobicy.com/jobs?search_keywords=Support%20Strategy.md)[Workforce Forecasting](https://jobicy.com/jobs?search_keywords=Workforce%20Forecasting.md)[Capacity Planning](https://jobicy.com/jobs?search_keywords=Capacity%20Planning.md)[Performance Management](https://jobicy.com/jobs?search_keywords=Performance%20Management.md)[Team Development](https://jobicy.com/jobs?search_keywords=Team%20Development.md)[Cross-Functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-Functional%20Collaboration.md)[SaaS Support](https://jobicy.com/jobs?search_keywords=SaaS%20Support.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[Salesforce](https://jobicy.com/jobs?search_keywords=Salesforce.md)[KPI Reporting](https://jobicy.com/jobs?search_keywords=KPI%20Reporting.md)[AI Support Automation](https://jobicy.com/jobs?search_keywords=AI%20Support%20Automation.md) Sample interview questionsHow would you establish a unified QA framework across Tier 1, Tier 2, Tier 3, and multiple support channels?I would begin by defining a small set of customer-centered quality principles, then translate them into channel-appropriate scorecards with consistent critical-error definitions. I would implement calibrated sampling, regular reviewer alignment sessions, and a closed loop that connects QA findings to coaching, training, knowledge content, and process changes. Describe how you balance efficiency metrics such as AHT with customer satisfaction and resolution quality. I treat AHT as a diagnostic metric rather than a standalone target. I would examine it alongside CSAT, FCR, reopen rate, escalation rate, and TTR to identify whether faster handling is actually producing better outcomes; improvement initiatives should reduce unnecessary effort while protecting complete, accurate resolutions. What process would you use to convert support insights into product and engineering improvements? I would establish a recurring voice-of-the-customer operating rhythm that combines ticket themes, contact drivers, escalation data, low-CSAT feedback, and quantified business impact. I would prioritize root causes with Product and Engineering, assign clear owners, and measure whether releases reduce contact volume, repeat issues, and customer friction. How have you developed managers and created career paths in a growing support organization? I use explicit role definitions, competency matrices, promotion criteria, and individual development plans to make growth transparent. Managers receive coaching on data-driven feedback, performance conversations, and talent planning, while agents receive structured training and opportunities to demonstrate readiness for the next level. How would you prepare the support organization for rapid growth or a major product launch? I would use forecasted demand to plan staffing, scheduling, training, escalation coverage, and customer communications in advance. During launch, I would monitor leading indicators daily, maintain an incident and feedback loop with Engineering and Product, and quickly adjust knowledge resources, workflows, and capacity as new issues emerge. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. Keep exploring ## Related remote jobs. * ![Upside logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/06e64944-221.png) Upside Nov 9 New ### [Strategic Account Manager](https://jobicy.com/jobs/154929-strategic-account-manager-5.md) Meet Upside: We created Upside to transform brick-and-mortar commerce. 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