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Director, Customer Support
SQUIREUnited States of AmericaFull Time135k - 145k USD / YEAR18 hour
Job Summary
The Director of Customer Support at SQUIRE will lead a high-performing team delivering exceptional 24/7 service to the global customer base. The role requires strategic leadership, hands-on management, and proactive engagement strategies to improve efficiency, customer satisfaction, and retention. As a remote position with up to 25% travel, this director will oversee scaled customer success initiatives, including retention and low-touch success management. They will also build and optimize BPO partnerships, develop support workflows, and lead vendor relationships. The ideal candidate has 7+ years of experience in customer service or support leadership, managing large-scale 24/7 operations, and building global support teams across multiple time zones.
WHO WE ARE
SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.
Founded in 2015, SQUIRE is trusted by barbers in 4,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.
For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.
SUMMARY
The Director of Customer Support will lead a high-performing, customer-first team that delivers exceptional, 24/7 service to our global customer base. This role requires a strategic, hands-on leader who can develop and implement scalable support models, operational processes, and proactive engagement strategies to improve efficiency, customer satisfaction, and retention. In addition to core support functions, this role also owns scaled customer success initiatives, including retention and scaled/low-touch success management, ensuring every customer receives the best possible experience.
This is a highly demanding and dynamic position that requires flexibility and a deep commitment to availability across multiple time zones. While there is autonomy in managing your schedule, you are expected to be accessible to teams, BPO partners, and key stakeholders after-hours and on weekends if needed across global regions to ensure continuity of operations.
This role is fully remote for US-based candidates, with up to 25% traveling domestically and internationally to meet with teams, BPOs, and customers.
REPORTS TO
Chief Customer Officer
JOB DUTIES AND RESPONSIBILITIES
- Build, lead, and scale the Customer Support organization, fostering a culture of ownership, accountability, and continuous improvement.
- Set and enforce KPIs, OKRs, and performance management frameworks that align with company-wide objectives.
- Provide career mentorship, structured training programs, and leadership development to support the career growth of the team.
- Develop, refine, and optimize global 24/7 support operations, ensuring responsiveness and efficiency across multiple time zones and languages.
- Design and scale support workflows, automation, and AI-driven solutions to improve resolution times and customer satisfaction while maintaining cost efficiency.
- Lead vendor and BPO relationships, ensuring external support teams operate at the highest standard.
- Own the infrastructure, tools, and enablement needed to support a rapidly growing customer base with diverse needs.
- Oversee scaled retention management strategies, ensuring high-risk customers receive targeted interventions to prevent churn.
- Drive a proactive support model, leveraging data insights to identify trends and reduce inbound case volume through automation and self-service.
- Establish and manage customer health scoring methodologies to track support effectiveness and identify areas for improvement.
- Act as a strategic partner to Product, Engineering, and Customer Success, leveraging support insights to influence product roadmaps and streamline issue resolution.
- Own and elevate the Voice of the Customer program by synthesizing feedback and reporting on trends to leadership.
- Partner with Sales and Success teams to improve customer onboarding and ensure new users have a seamless setup experience.
- Lead major incident response and crisis communication efforts, ensuring that customer-impacting issues are handled with transparency and urgency.
- Be an executive escalation point for high-profile support cases, balancing customer advocacy with business needs.
- Foster a customer-obsessed culture that prioritizes customer advocacy across all departments.
- Ensure that customer satisfaction and churn mitigation are embedded as core success metrics for the organization.
Leadership & Team Development
Operational Strategy & Execution
Customer Retention & Proactive Engagement
Cross-Functional Collaboration
Crisis & Incident Management
Customer-Centric Culture
The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.
REQUIREMENTS AND QUALIFICATIONS
- 7+ years of experience in customer service or support leadership, including 3+ years managing large-scale 24/7 operations (40+ FTEs).
- Proven experience managing global support teams across multiple time zones, with a track record of successfully leading teams in high-pressure environments.
- Experience building and optimizing BPO partnerships, including defining SLAs, quality controls, and cost management strategies.
- Demonstrated ability to scale support operations efficiently while balancing customer experience and cost-to-serve.
- Strong technical acumen with support tooling, including CRM, ticketing systems, IVR, WFM, chat, SMS, AI automation, and self-service platforms.
- Ability to make data-driven decisions, leveraging metrics and analytics to improve processes, drive accountability, and enhance customer outcomes.
- Exceptional problem-solving and crisis management skills, with the ability to manage high-pressure customer escalations effectively when necessary.
- Highly flexible and available to support teams across time zones and on weekends when needed to ensure continuity of operations.
- Excellent cross-functional leadership skills, with experience influencing stakeholders across Product, Engineering, and Success teams.
- Ability to travel up to 25%, both domestically and internationally.
WHAT WE OFFER
- Base salary ($135,000-145,000)
- Annual discretionary bonus (15% target)
- New hire equity grant
- 100% employer paid medical, dental, and vision insurance for you and your dependents
- 401K plan with non-elective company contribution
- Generous PTO and Parental Leave policies
- Remote-first flexibility with a culture of high autonomy and trust.
- A fast-paced, high-impact role where you own your function, your work directly shapes the customer experience at scale.
- Opportunities to grow within a rapidly expanding organization.
Interview Accommodations
SQUIRE is committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are an individual with a disability requiring an accommodation to apply for an open position, please email your request to [email protected] and someone on our team will respond to your request.
EEO Provision
SQUIRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Pay Transparency Nondiscrimination Provision
SQUIRE will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
E-Verify Participation
