The Director of Support leads the customer support organization, overseeing operations, driving team performance, and ensuring excellent customer satisfaction while managing support operations effectively.
Job Summary & Responsibilities
The Director of Support, reporting to the Sr. VP, Customer Success, leads Impel’s customer support organization to deliver a high-quality, scalable, and customer-first support experience. This role provides strategic and operational leadership across technical and AI-driven support teams, ensuring excellent customer outcomes while scaling support operations in line with company growth.
- Lead and develop support managers and teams across regions, driving accountability, performance, and engagement.
- Own day-to-day support operations, including workflows, escalation management, and incident response.
- Monitor and analyze support metrics to improve efficiency, quality, and customer satisfaction.
- Own and evolve the support technology stack (ticketing, chat, phone, monitoring, and knowledge base).
- Partner with Product, Engineering, Implementation, Sales, and Customer Success to resolve complex issues and address root causes.
- Serve as an escalation point for high-impact customer issues.
- Promote inclusive, respectful, and customer-first practices aligned with company values.
Qualifications
- Proven experience leading technical or customer support organizations, including people leaders.
- Automotive industry experience is strongly preferred.
- Experience supporting AI-driven data platforms or complex SaaS products.
- Bachelor’s degree or equivalent experience; advanced degree a plus.
- Strong operational, analytical, and cross-functional collaboration skills.
- Ability to balance hands-on execution with strategic planning.
- Comfortable operating in a fast-paced, evolving environment.
Location & Travel
- Preferred locations: Syracuse, NY; Burlington, VT; New York, NY. Remote considered.
- Up to 25% travel, including some international travel.
Top Skills
Chat Software
Knowledge Base Tools
Monitoring Tools
Phone Support
Ticketing Systems
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Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
