Lead the design and optimization of a global support structure tailored for SMB clients and Member Apps, ensuring a seamless, consistent, and scalable client experience across multiple product lines and geographies.
Oversee global support operations, consolidate tools and processes, and partner closely with peers leading Enterprise Support to ensure a unified client experience.
Drive efficiency, service quality, and engagement through data-driven insights, rapid response frameworks, and operational excellence.
Build and implement a segmented support structure for SMB accounts, providing a scalable support experience with measurable service levels.
Centralize mobile and member app support across different product lines, improving consistency, reducing redundancy, and enhancing client satisfaction.
Establish a rapid response process for client escalations, ensuring timely case management and clear ownership across tiers.
Drive performance through metrics including CSAT, ASA, FCR, and Quality; implement analytics to guide continuous improvement and resource alignment.
Partner closely with the Senior Director of Enterprise Support to ensure consistent client experience, shared standards, and mutual escalation protocols.
Cultivate leadership talent, empowering managers to execute on structural and cultural improvements.

Extensive experience in customer support or client operations, with experience leading global or multi-site teams.
Proven success managing client segments and technology-enabled support models.
Strong operational background with demonstrated results in CSAT, FCR, and efficiency metrics.
Expertise in support tools, CRM systems, and BPO/vendor management.
Excellent communication, leadership, and cross-functional partnership skills.
Bachelor’s degree preferred.

Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe.
Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
Medical/Dental/Vision coverage
EAP – we get you help when you need it. Period.
Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
And more! – so many benefits we couldn’t even fit them all here!

Senior Director, Customer Support – Member Apps, SMB Operations

Key skills