[Hiring] Director, Customer Support @Meal Ticket

Role Description

The Director, Customer Support is a senior leadership role responsible for building and scaling a best-in-class support organization across Meal Ticket's Operator and Distributor/Supplier product lines. This leader will own the full support function: strategy, operations, tooling, team development, and customer experience design, with a mandate to deliver fast, consistent, and high-quality support at scale.

A core part of this role is leading the ongoing transformation of our support model:

• Expanding intelligent self-service and AI-assisted support capabilities.
• Reducing inbound ticket volume through proactive and preventive strategies.
• Equipping agents to focus their time on complex, high-value customer interactions.

The ideal candidate has not only designed this kind of model but has also led the organizational change required to make it stick, measured outcomes rigorously, and built the capability for a team to sustain it.

This role requires equal parts strategic vision and operational precision. You will set direction, build team capability, and partner closely with Product, Customer Success, and Customer Enablement to deliver a seamless, low-effort experience across the customer lifecycle.

Qualifications

• 7+ years in customer support or customer experience leadership, including at least 3 years in a Director-level or equivalent role at a B2B SaaS company.
• Demonstrated experience leading an intelligent support transformation, including self-service expansion, AI-assisted support deployment, adoption change management, and outcomes measurement.
• Proven track record of improving self-service utilization, CSAT, and time-to-resolution in a multi-product or multi-segment environment.
• Experience designing and governing SLA frameworks across support tiers and customer segments.
• Hands-on experience building and scaling a knowledge management function.
• Strong people leadership with experience managing managers and building high-performing, geographically distributed support teams.
• Data fluency: comfortable building dashboards, interpreting support metrics, and presenting performance insights to executive audiences in business terms.
• Experience with CRM-integrated support environments (Salesforce or equivalent) and familiarity with AI-assisted support platforms.

Requirements

• Own the strategy, roadmap, and execution for scaling intelligent self-service and AI-assisted support.
• Lead the change management work required to drive adoption of new support tools and workflows.
• Partner with Customer Enablement to build and continuously optimize a Help Center and self-service content library.
• Evaluate and recommend support technology investments with a consistent focus on measurable impact.
• Stay current on emerging AI and automation capabilities in the support space.
• Lead day-to-day support operations across Tier 1 and Tier 2 for both segments.
• Design and govern SLA frameworks by segment and tier.
• Own a comprehensive support KPI framework.
• Build and maintain a real-time operational dashboard.
• Drive continuous improvement through structured root cause analysis.
• Design and manage a consistent support experience across all channels.
• Build proactive support capabilities that anticipate common customer pain points.
• Own the support knowledge base.
• Build a systematic process for converting recurring ticket patterns into self-service content.
• Lead, coach, and develop support managers and frontline agents.
• Define clear career paths and development frameworks for support team members.
• Hire and onboard support talent in alignment with growth and coverage needs.
• Serve as the internal voice of the support customer.
• Partner with Product and Engineering to surface systemic issues driving ticket volume.
• Collaborate with Revenue Operations and Finance to ensure support tooling data is clean and integrated.

Benefits

• Competitive compensation package of $145-165k, commensurate with experience.
• Performance bonus.
• Comprehensive health, dental, and vision coverage.
• Flexible remote work environment.
• Professional development budget.
• Unlimited PTO with a culture that encourages meaningful time away.