Hybrid Director of Customer Support Director of Customer Support

Who we areAt BriteCore, we believe insurance can be smarter, faster, and more efficient. We’re on a mission to empower Property & Casualty (P&C) insurers to innovate, thrive, and grow their business with modern software solutions. Our cloud-native platform is mission-critical for customers, enabling them to manage policies, billing, claims, and real-time analytics in one centralized location. While others rely on outdated or on-prem solutions, we’re leading the shift towards end-to-end cloud technology.With a commitment to continuous innovation, BriteCore ensures our customers benefit from new capabilities, enhancements, and a flexible and scalable core insurance platform designed to meet their evolving needs. We create solutions that meet today’s needs and anticipate tomorrow’s challenges.We value flexibility, innovation, and the pursuit of excellence. Our distributed team is united by a shared passion for transforming the insurance industry and delivering exceptional service. We believe in creating an inclusive and collaborative work environment where team members are encouraged to share ideas, challenge the status quo, and grow both personally and professionally.Join us at BriteCore and be part of a company that’s shaping the future of insurance technology. You’ll have the opportunity to work with talented individuals and make an impact. Your ideas will shape our future and your contributions will make a difference. If you’re ready to create something different, let’s build the future of insurance software together.SummaryThe Director of Customer Support will lead our Tier 1 and Tier 2 technical support teams, ensuring excellent customer service via ticketing, community forum, phone, email, and video chat. We're looking for someone who excels in building customer relationships, has enterprise engineering experience, and has led and grown software support teams. If you're ready to make an impact and thrive in a dynamic environment, we’d like to chat with you.This is a fully remote based role, however candidates must be located in the US.What You’ll Do

• Lead and Build a High-Performing Team: Develop and manage a motivated team of Support Engineers adept at solving complex issues while maintaining a strong customer-first mentality
• Design an Advanced Support Framework: Build and implement a modern customer support structure using both traditional methods and advanced solutions like AI-assist, automation and digital-first support (community forums, in-product help)
• Deliver Tailored Customer Experiences: Strategize and execute differentiated experiences across various customer segments and key touchpoints throughout their ongoing journey with BriteCore
• Unify a Remote and Hybrid Workforce: Build and scale a collaborative, high-performing team of remote and hybrid employees, all working together to deliver exceptional customer outcomes
• Achieve Customer Excellence: Drive customer satisfaction by delivering top-tier service and maintaining a focus on continuous improvement
• Establish Clear Success Metrics: Develop a customer experience measurement approach with strategic metrics (KPIs, SLA and cadence) to help the team track progress and continually enhance performance
• Develop a Support Services Strategy: Build a comprehensive portfolio of customer-facing support services that anticipate future needs and evolve with diverse customer expectations
• Collaborate Across Teams: Work closely with cross-functional teams to align strategies and drive innovation, ensuring seamless product performance and an exceptional customer experience
• Present Key Initiatives to Executives: Use innovative tools and technologies to communicate progress, metrics, and key initiatives, driving data-driven decisions at the executive level

What You’ll Bring

• Bachelor’s Degree in Computer Science or related field
• 10+ years of experience in the SaaS space
• 5+ years of proven experience scaling high-performing, distributed and hybrid teams
• 3+ years of Python experience developing scalable backend solutions for enterprise SaaS
• 2+ years of experience working at a hypergrowth startup
• Advanced MySQL skills in query execution and data analysis
• Demonstrated experience in managing teams across a technical environments, handling administration, debugging, monitoring, and maintenance tasks
• Hands-on experience working with APIs, web technology and AWS Cloud Infrastructure
• Excellent verbal and written communication skills

Bonus points

• Experience working in the P&C Insurtech space

Life at BriteCoreWe take pride in our dynamic, diverse team, unified by shared values of community, integrity, grit and impact. We love what we do and the people we do it with, which is why we welcome every individual, provide them with equal opportunity irrespective of their race, color, national origin, religion, age, gender identity, sexual orientation, veteran, disability or any other legally protected rights that one has.We offer great benefits including: medical, dental, vision, 401K (with company match), disability coverage, unlimited PTO, fully paid parental leave and more.Click here to learn more about our platform.