Remote opportunity at
TekmetricDirector of Customer Support
Tekmetric seeks a Director of Customer Support to guide the quality, efficiency, and personnel strategy of its customer support organization. The platform provides cloud-based management software…
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About This Role
Tekmetric seeks a Director of Customer Support to guide the quality, efficiency, and personnel strategy of its customer support organization. The platform provides cloud-based management software designed to assist auto repair shops with operations, payment security, and customer engagement. In this leadership role, the successful candidate will manage satisfaction outcomes across all tiers and contact channels, establishing consistent quality benchmarks and overseeing operational metrics such as first contact resolution and…
Job Description
Tekmetric seeks a Director of Customer Support to guide the quality, efficiency, and personnel strategy of its customer support organization. The platform provides cloud-based management software designed to assist auto repair shops with operations, payment security, and customer engagement. In this leadership role, the successful candidate will manage satisfaction outcomes across all tiers and contact channels, establishing consistent quality benchmarks and overseeing operational metrics such as first contact resolution and average handle time.
This position requires close partnership with product, engineering, and support operations teams to translate client feedback into systemic fixes and accurate forecasting. The director will also develop career pathways, training programs, and coaching frameworks to support agent retention and internal growth. Ideal candidates bring extensive contact center leadership experience within SaaS or technology sectors, backed by strong analytical skills and a track record of implementing structured quality assurance programs. The employer operates with remote and hybrid work setups depending on geographic proximity to office hubs, with periodic travel required for team gatherings.
Responsibilities
- Manage customer satisfaction and Net Promoter Score outcomes across phone, chat, email, and AI-assisted support channels.
- Design and execute a continuous quality assurance program across tiers one through three with standardized scorecards and calibration sessions.
- Track and improve efficiency metrics including first contact resolution, handle time, response time, service level adherence, and backlog volume.
- Partner with support operations on forecasting, capacity planning, and scheduling to hit service benchmarks.
- Hire, onboard, and retain support department personnel, building clear career trajectories and performance management frameworks.
- Translate support trends, customer feedback, and root-cause data into actionable recommendations for product and engineering teams.
Requirements
- At least eight years of experience working in customer support or contact center operations.
- Minimum of five years leading managers or a multi-tier support organization.
- Demonstrated success in raising quality and satisfaction scores through structured quality assurance programs.
- Hands-on background managing support across email, chat, and phone channels spanning multiple tiers.
- Experience building coaching frameworks, training initiatives, and career progression paths that enhance retention.
- Analytical expertise utilizing performance dashboards and key performance indicators to inform decisions.
- Prior departmental management experience covering headcount planning and operational forecasting.
- Familiarity with support platforms such as Zendesk, Salesforce, or Intercom.
- Background working inside technology sector or SaaS support environments.
Qualifications
- Experience deploying or refining automation and artificial intelligence tools within support operations.
- Familiarity with conversation intelligence and quality assurance software such as Gong.
- Background in scaling customer support teams through periods of rapid business expansion.
- Prior exposure to the automotive sector or other vertical software-as-a-service industries.
Core Skills
Benefits
- Flexible paid time off policy without a set day limit
- Comprehensive medical, dental, vision, and prescription coverage with full premium coverage for employee-only plans
- Paid maternity leave, parental bonding, and medical leave
- Retirement savings plan featuring a 100 percent employer match up to six percent
- Flexible spending accounts and health savings accounts
- Life and accidental death and dismemberment insurance
- Monthly stipend up to sixty dollars for fitness or mental health wellness expenses
- Home office setup bonus of three hundred dollars provided after one year of service
- Subsidized access to continuing education support and professional development
- Confidential counseling services through BetterHelp
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the remote work policy for this position?
The employer offers remote and hybrid working models determined by proximity to office hubs, and periodic travel for company-wide gatherings is expected.
What experience is required to apply?
Applicants must have at least eight years of customer support or contact center experience, with a minimum of five years leading managers or multi-tier support teams in SaaS or technology sectors.
What is the salary range for this role?
The job posting does not specify a salary range.
What benefits are provided?
Benefits include flexible paid time off, health insurance with fully covered employee-only premiums, a 401(k) match up to 6 percent, wellness stipends, and a home office setup bonus after one year.
Sample Interview Questions
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