Director of Operations Support

Las Vegas

**Job Title:** Director of Customer Support **Location:** On Site - Las Vegas, Nevada, United States **Salary:** $125,000-$150,000 **Skills:** Customer Support Leadership, Escalation Management, Quality Assurance, Workflow Optimization, AI \& Automation **About the Technology Company / The Opportunity:** Are you a transformative customer support leader seeking to modernize and scale high-impact teams? Our client, an innovative organization at the forefront of technology-driven customer support, offers the opportunity to reimagine the support function through automation, artificial intelligence, and process excellence. You'll play a pivotal role leading frontline service, moderation, and critical escalations, building a future-ready team that delivers measurable results in a dynamic, high-growth environment in Las Vegas, Nevada. **Responsibilities:** * Lead and inspire a diverse customer support team handling frontline service, moderation, escalation, quality, fraud, and payments. * Set clear expectations, drive accountability, and foster a high-performance, adaptable culture. * Design staffing plans and schedules to optimize coverage, efficiency, and team performance. * Oversee daily operations, monitor performance metrics (CSAT, response time, resolution rates), and address performance gaps promptly. * Build and enhance training and QA programs to onboard new hires efficiently and maintain high standards. * Integrate AI and automation tools into workflows to drive operational scale and cost-efficiency. * Collaborate cross-functionally with Product, Engineering, and Data teams to resolve root causes and elevate the customer experience. * Manage the transition of support operations in-house, ensuring knowledge transfer and vendor relationships remain strong during the shift. * Implement forward-thinking processes and establish new performance metrics that drive continuous improvement and accountability. **Must-Have Skills:** * 5 years experience in customer support, operations, or a related field, including 3 years in a leadership capacity. * Demonstrated ability to lead teams with measurable improvements in KPIs (e.g., CSAT, resolution time, cost per ticket). * Hands-on experience with AI and automation tools in customer support workflows. * Strong track record in change management, including restructuring teams and implementing new systems or processes. * Expertise in customer support operations---frontline service, moderation, escalations, quality assurance, fraud, and payments. * Skilled in building training, quality assurance, and process improvement programs from the ground up. * Proficient in using support platforms and reporting tools to analyze data and drive decisions. * Exceptional communication and interpersonal skills, with the ability to deliver effective feedback and influence stakeholders. * Cross-functional collaboration experience with Product, Engineering, or Data teams. * Ability to excel in a fast-paced, high-volume environment while making sound, data-driven judgments. **Nice-to-Have Skills:** * Experience with Freshdesk or similar customer support platforms. * Vendor management and transitioning operations in-house or reshaping support models. * Background in fraud prevention, payment operations, or supporting online platforms. * Proven success scaling teams or optimizing workflows in lean, high-growth environments. * Demonstrated cost savings through automation or process improvements. * Direct influence on product development through customer advocacy and feedback loops. * Industry exposure to consumer technology, e-commerce, gaming, fintech, or digital platforms.