Director of Support

Own the end-to-end support experience across Cents and LaundroWorks — define what world-class service looks like for our operators and hold the organization to that standard

Get the most out of four support managers and the teams beneath them — set the standard, coach and develop them into stronger leaders, give them genuine ownership of their functions, and build the structure, hiring plan, and career paths the org needs as it scales

Stand up a dedicated Distributor Support function focused solely on the distributor experience across both brands, and make it a driver of channel growth

Raise the bar on hardware, install, and distributor execution — install timelines, first-time-fix rates, RMA and escalation paths, and tight coordination with Product, Engineering, and our fulfillment partners

Own every support metric — CSAT, NPS, first response time, resolution SLAs, cost per contact, quality and QA — and build the reporting cadence that makes performance visible to the leadership team

Build a capacity and coverage model that scales with store growth without scaling cost linearly, including workforce planning, offshore leverage, AI-assisted deflection, self-service, and knowledge content

Own the support tooling strategy, roadmap, and budget, and unify the stack so all four functions operate from a common set of tools, data, and escalation paths

Serve as the voice of the customer inside the company — funnel patterns and feedback to Product and Engineering, and represent support in roadmap and scope discussions

Ad Hoc responsibilities as required

At least 5 years leading customer support or technical support teams

At least 5 years of operational leadership experience — process design, workforce planning, budgeting, and vendor management

Senior leadership experience managing managers — you've led leaders, not just individual contributors, and you've built teams through periods of significant growth

A demonstrated track record of developing leaders — managers who grew, got promoted, or took on more responsibility under you

Hands-on experience recruiting, interviewing, and hiring — you’ll be building these teams out as we continue to scale, and you know how to source, assess, and close strong support talent

Proven track record owning support metrics end to end (CSAT, NPS, response and resolution SLAs, cost per contact) and using data to drive decisions

Experience selecting, implementing, and consolidating support tooling; familiarity with AI-assisted support, deflection, and self-service strategies

Experience leading hardware, field service, install, or distributor/channel support is strongly preferred, but not required

Experience building and improving performance management initiatives through metrics and coaching

Experience managing offshore or distributed teams is preferred

Excellent written and verbal communication skills, with the presence to work directly with senior leadership and with customers

A customer-obsessed, roll-up-your-sleeves mindset and the ability to operate effectively in a fast-paced, high-growth environment

B.A., B.S. or equivalent degree preferred, but not required