Manager of Customer Support leading a team focused on order process improvements and customer experience in North America. Overseeing operations in Bohemia, NY and Marlborough, MA.
About the role
- Director of Customer Support Operations at Housing Connector leading strategy and performance of support function. Overseeing customer and partner support while ensuring high-quality service delivery.
Responsibilities
- 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
- 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
- Evaluate, select, and continuously improve support tooling, including CRM, case management, and ticketing platforms
- Define and track actionable support metrics (e.g., response time, resolution time, backlog, satisfaction)
Requirements
- 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
Benefits
- 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 Community Service Leave
- Extensive Holiday Schedule: Includes a full week off in December
- Paid Parental Leave: Supportive leave options for growing families
- Employee Assistance Program (EAP): Confidential resources for personal and professional support
- Life Insurance: Financial protection for you and your loved ones
- Flexible Spending Accounts: Health and dependent care FSAs
- 401(k) with Employer Match: Up to 6% employer match
- Professional Development Stipend: $500 annually to support learning and growth
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