Director of Support

Summary

Join OpenPhone, a leading VoIP provider, as their Director of Support and lead their front-line support organization. You will play a key role in enhancing customer experience, managing daily operations, and collaborating with BPOs and internal teams to ensure top-tier quality and efficiency. This leadership position demands deep experience in customer support operations, strong BPO management skills, and a proven ability to build scalable systems. You must thrive in a data-driven environment and be passionate about using data to make informed decisions and advocate for customers. The ideal candidate will be a motivational and inspirational leader, dedicated to developing others and fostering a strong team culture. OpenPhone offers a competitive salary, equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.

Requirements

• 7–10 years of experience in customer support operations, with at least 5 years in a leadership role overseeing call center teams
• A successful track record of launching and scaling inbound phone support from the ground up
• Hands-on experience implementing AI tools to drive efficiency and automation in support workflows
• Proven ability to lead high-volume, multi-channel teams, including oversight of global BPO partners
• Strong analytical skills and a data-driven approach to performance management, using dashboards and reporting tools to guide decisions
• Deep familiarity with support platforms like Zendesk, Retool, and workforce/QA systems
• A customer-obsessed mindset paired with sharp business judgment and a focus on scalable, sustainable solutions
• Experience supporting technical or SaaS products, with a firm grasp of troubleshooting workflows
• Excellent communication skills and a collaborative approach to working cross-functionally across teams

Responsibilities

• Launch and operationalize inbound phone support, building the systems, processes, and staffing models required to support this new channel
• Lead and improve OpenPhone’s frontline support team, including both in-house and BPO agents, across channels like email, live chat, SMS, and phone
• Own support KPIs (CSAT, AHT, FRT, backlog, contact rate) and proactively identify and act on performance trends and improvement opportunities
• Collaborate cross-functionally with Product, Engineering, and CX Ops to drive improvements in tooling, automation, and product feedback loops
• Implement scalable processes and systems to support rapid customer growth and a high-performance team environment
• Coach and develop support managers and team leads to strengthen leadership and operational depth across the organization

Benefits

• Extensive medical coverage
• A monthly lifestyle stipend
• A flexible PTO policy