Director of Support

Join Cents, a fast-growing technology company in the laundromat and dry-cleaning industry. As the Director of Support, you will lead all support functions, including Software Support, Install Support, Hardware Support, and Distributor Support. You will be responsible for defining world-class service standards, managing support metrics, and building a dedicated Distributor Support function. This is a remote-first position with offices in New York City and San Francisco, offering equity, unlimited PTO, health benefits, and more.

• Lead and oversee all support functions in the business, including Software Support, Install Support, Hardware Support, and Distributor Support.
• Develop and implement strategies to build a world-class service experience, improve performance metrics, and enhance customer satisfaction.
• Manage and mentor a team of support managers and their teams, ensuring they have the resources and support needed to excel in their roles.

• You should have a true entrepreneurial spirit, be energized by building things that don't exist yet, and be genuinely obsessed with the experience our customers have when they need help
• The clearest signal you can give us is a track record of managers who grew under you
• You are a strategic leader who will set the long-term vision and own the budget and the roadmap, but you'll also know what's sitting in the queue this morning, what broke on last week's install, and which operator is frustrated and why
• You must be relationship-oriented, collaborative, data-driven, and constantly looking for the next thing to improve
• Above all else, you are a leader who can get the most out of a team of direct report leaders and those who work for them by developing them into stronger leaders themselves — setting a clear standard, coaching in the moment, giving your managers real ownership of their functions, and holding them accountable to outcomes they helped define
• We are looking for a leader of people first, not simply an executor of deliverables
• You're comfortable leading both software and hardware support, you can build process and structure without smothering a fast-moving team, and you hold an extremely high bar for what customers should experience
• 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
• A customer-obsessed, roll-up-your-sleeves mindset and the ability to operate effectively in a fast-paced, high-growth environment
• A demonstrated track record of developing leaders — managers who grew, got promoted, or took on more responsibility under you
• Experience building and improving performance management initiatives through metrics and coaching
• Experience selecting, implementing, and consolidating support tooling; familiarity with AI-assisted support, deflection, and self-service strategies
• Proven track record owning support metrics end to end (CSAT, NPS, response and resolution SLAs, cost per contact) and using data to drive decisions
• At least 5 years leading customer support or technical support teams
• Experience leading hardware, field service, install, or distributor/channel support is strongly preferred, but not required
• At least 5 years of operational leadership experience — process design, workforce planning, budgeting, and vendor management
• Experience managing offshore or distributed teams is preferred
• B.A., B.S. or equivalent degree preferred, but not required
• Excellent written and verbal communication skills, with the presence to work directly with senior leadership and with customers
• Senior leadership experience managing managers — you've led leaders, not just individual contributors, and you've built teams through periods of significant growth