Hybrid Director of Customer Support at Current Job Opportunities

ABOUT THE POSITION

Linxup is seeking a hands-on Director of Customer Experience 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

• 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

• We value hard work and on-the-job-excellence and offer competitive compensation and benefits packages:
• Position offers a Base Salary plus Bonus
• Medical, Dental, Vision, Life and 401(k) benefits are offered
• Flexible Time Off (FTO)