Director of Customer Support

MMC Group is hiring for a Director of Customer Support for our client in Arlington, TX! The client is a wholesaler of home decor products selling across various channels, and this department support B2B customers and vendors, including international vendors. Responsibilities: Lead, mentor, and manage the customer support team, including coaching, training, performance reviews, and professional development. Act as the escalation point for complex, high-priority, or sensitive customer issues; ensure timely resolution and maintain high customer satisfaction. Partner with end clients to understand their needs, build strong relationships, manage expectations, and serve as a trusted advisor. Own customer satisfaction metrics (e.g., CSAT, NPS, First Response Time, Resolution Time, etc.), analyze data, and drive improvements. Develop and enforce customer support policies, processes, and best practices to ensure consistent, high-quality support. Collaborate cross-functionally with Product, Sales, Engineering, Operations to identify product bugs, feature requests, process gaps, and ensure customer feedback is incorporated into roadmap planning. Manage staffing needs: hiring, scheduling, resource allocation, to ensure adequate coverage and responsiveness. Manage budget for support team, tools/technologies, training, etc. Report regularly to senior management on support performance, customer trends, and recommendations for improvement. Drive initiatives aimed at reducing escalations, improving self-serve / knowledge base content, and increasing efficiency. Requirements: Proven experience 6+ years in customer support leadership roles, ideally with escalating responsibility. Strong experience with escalation management, coaching & training teams, and working directly with clients. Excellent communication skills — ability to present to clients and to senior leadership; ability to handle difficult conversations. Data-driven mindset; experience using support metrics and KPIs to drive decisions. Outstanding problem-solving skills; ability to think strategically and operationally. Experience working cross-departmentally, especially with Product, Engineering, Sales etc. Strong organizational and people-management skills. Experience with support tools, CRM systems, ticketing systems, and knowledge base platforms. Pay:

$120-140k