ABOUT THE POSITION
Linxup is seeking a hands-on Director of Customer Support who is not only a strategic leader but also passionate about developing talent and driving frontline execution. This leader will be actively involved in designing and facilitating training, coaching managers and team members, and ensuring our customer-facing teams are fully equipped to deliver an exceptional customer journey across onboarding, education, support, and account management.
Reporting to the SVP of Customer Experience, this individual will influence decision-making across the organization while directly owning the training and enablement of customer-facing departments. You’ll spend time in the day-to-day operations, identifying skill gaps, building training programs, and coaching teams to consistently deliver a world-class experience at every customer touchpoint.
You will lead a multi-faceted team including support, onboarding, education, and business process improvement. Beyond setting vision and KPIs, you’ll play an active role in employee development through ongoing training programs, new hire bootcamps, process certifications, and hands-on mentorship.
ESSENTIAL FUNCTIONS – RESPONSIBILITIES
Develop and deploy the company’s customer experience strategy, with a strong emphasis on staff training, capability building, and performance coaching
Create and deliver training curriculum for onboarding, product knowledge, soft skills, and service excellence; regularly lead workshops and training sessions across teams
Provide strategic planning and execution to drive key success metrics (first call resolution, churn mitigation, account development, NPS); monitor and report on results
Build and execute short and long-range plans that optimize personnel, training resources, and operational tools for world-class delivery
Establish, monitor, and report on departmental KPIs, with training programs aligned to improve key metrics
Achieve a high level of expertise on Linxup products and customer needs, and ensure this knowledge is translated into training materials and coaching guides
Lead, train, coach, and develop staff at all levels; foster a culture of continuous improvement and learning
Facilitate cross-functional collaboration to ensure training and process improvements are aligned with organizational goals
Identify opportunities for process automation and streamlining, and train teams on new systems and workflows
Ensure the teams consistently meet SLAs, deliver first-call resolutions, and provide exceptional customer experiences
Additional hands-on duties as assigned in support of staff development and operational excellence
Other duties as assigned
QUALIFICATIONS & EXPERIENCE
Bachelor’s degree in business or technology
5–10 years in a senior leadership role within customer success/support with a strong training/enablement component
Proven experience developing training programs and coaching staff in high-growth environments
Experience managing customers in a subscription-based/SaaS business
Ability to manage multiple projects and training initiatives simultaneously
Strong operational, customer support, and systems background
Experience with Salesforce, call center systems, workforce management, and process automation tools
Ability to build rapport and effectively coach people at all levels of the organization
Strong analytical and organizational skills
Experience with Lean/Six Sigma, CX certifications, or training certifications a plus
Working knowledge of GPS/telematics is a plus
WORK ENVIRONMENT
The hours of this position are Monday through Friday from 8:00AM to 5:00PM, or additional hours for customer and team needs
Fast-paced environment with opportunities for growth and reward
The company promotes work/life balance to achieve maximum performance professionally and personally
Hybrid or on-site environment with active engagement with teams
COMPENSATION AND BENEFITS
In addition to working on a team of wickedly-smart yet down-to-earth individuals who will challenge you to be your best every day, our benefits are top-notch including medical, dental, vision, 401K, generous PTO, parental leave, and more.