Director of Support - Remote

Overview

OpenPhone is changing the landscape of business communication by offering a modern, sophisticated phone system that enhances productivity and customer experience.

In Short

• Lead and scale the front-line support organization.
• Improve customer experience and oversee service operations.
• Partner with BPOs and internal teams for quality and efficiency.
• Drive performance through metrics and data analysis.
• Coach and develop support managers and team leads.
• Implement scalable processes for customer growth.
• Collaborate with cross-functional teams for improvements.
• Launch and operationalize inbound phone support.
• Own support KPIs and identify improvement opportunities.

Requirements

• 7–10 years in customer support operations, with leadership experience.
• Track record of launching and scaling support systems.
• Experience with AI tools in support workflows.
• Ability to lead multi-channel teams and BPO partners.
• Strong analytical skills for performance management.
• Familiarity with support platforms like Zendesk.
• Customer-focused mindset and business judgment.
• Experience with technical or SaaS products.
• Excellent communication and collaboration skills.

Benefits

• Annual salary range with equity and benefits.
• Extensive medical coverage.
• Monthly lifestyle stipend.
• Flexible PTO policy.