Director of Customer Support
Share
Job Location:
Lincoln, NE - USA
Yearly Salary:
$ 105000 - 123000
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Hi were CompanyCam.
Were a simple-to-use photo documentation and productivity app for contractors of all commercial and home services industries. Packed with intuitive functionality CompanyCam facilitates unparalleled communication and accountability across a contractors entire business. Were committed to providing a consumer-grade game-changing experience that helps our users build trust within their company and with their customers.
But dont let that corporate description fool youthe people behind our buttoned-up product are laid-back (but hardworking) genuine and kickass and you could be one of them!
The Role
CompanyCam is looking for aDirector of Customer Supportto lead the strategy operations and cross-functional alignment of our Support this role youll shape how tens of thousands of contractors experience our product every dayensuring every interaction is fast accurate and deeply customer-centric. Youll guide the vision for an exceptional support experience across all channels while driving efficiency scalability and operational clarity. As the bridge between Support Product Engineering and other customer-facing teams youll champion customer insights and help influence solutions that reduce friction and improve outcomes. This is a high-impact leadership role for someone passionate about building world-class customer experiences at scale.
Location: Lincoln NE or Remote
What Youll Do
- Develop and executea Support strategy that delivers fast consistent exceptional customer experiences at scale.
- Own and evolve the Support tooling ecosystem evaluating platforms (e.g. chat knowledge base AI copilots WFM) for scalability usability and automation opportunities.
- Drive a cost-efficient tooling roadmap balancing service quality team enablement automation leverage and long-term operational efficiency across channels.
- AlignSupport operations with CompanyCams goals by balancing efficiency service quality and business impact.
- Identify and driveimprovements that reduce friction elevate quality and enhance ease of use across all support channels.
- Use data and forecastingto inform decisions around staffing processes tooling and operational improvements.
- Reportperformance trends insights and recommendations to stakeholders with clarity and actionable direction.
- Lead and coachSupport Managers fostering a culture grounded in empathy quality and responsiveness.
- Oversee daily operations ensuring industry-leading speed accuracy and consistency through strong monitoring of service metrics.
- Partner cross-functionallywith Product Engineering CX AM Onboarding and Marketing to advocate for customer needs and reduce contact volume.
The Impact Youll Have
At CompanyCam your work makes a real impact. Whether youre writing code supporting customers or designing experiences your contributions directly shape the product we deliver and the people we serve. Were building something that helps real people solve real problemsand we believe that kind of work is best done by a team that reflects the world around us. In this role youll drive impact by:
- Elevating the customer experiencethrough scalable efficient and proactive support operations.
- Improving product and service qualityby surfacing insights that help teams build better reduce friction and prevent recurring issues.
- Strengthening cross-functional alignmentto ensure customer needs directly inform decisions and roadmaps.
What Youll Bring
- 4 years of experiencemanaging managers or senior team leads.
- 7 years of experiencein a SaaS or high-volume support environment.
- Proven ability toscale operationsand deliver exceptional customer experiences.
- Experience working closely withProduct and Engineeringin a continuous feedback loop.
- Knowledge ofhigh-volume workflows customer experience design SaaS troubleshooting and support metrics.
- Skill indata-driven decision-making operational efficiency leadership and continuous improvement.
- Ability toinspire and coach leaders foster healthy team cultures and champion customer-centric thinking.
- Ability tobalance speed quality and efficiencywhile driving industry-leading performance.
- A continuous growth-mindset with a focus on learning embracing challenges and continuously improving.
- A knack for creativity and innovation bringing fresh ideas to the table and solving complex problems.
Benefits & Compensation
This is a salaried position at CompanyCam. Our starting salary range is $105000-$123000 per year and is based on experience. We also offer meaningful equity and other benefits.
CompanyCam is an equal-opportunity employer committed to respect inclusion and growth. We work hard take responsibility and support each other. Great ideas come from all backgrounds and we carefully consider every applicant without regard to personal characteristics or traits. Even if your work experience doesnt align perfectly we encourage you to apply. What really matters to us is your potential your passion and your commitment to learning innovation and contributing meaningfully to our team.
For any accommodations or technical issues related to the online application or interview process please emailand well respond promptly. Please do not include any medical or health information in your message.
Note:Resumes sent to this email will not be reviewed or responded to. To be considered for a position you must apply directly through our careers page.
Required Experience:
Director
Key Skills
- Crisis Management
- Marketing
- Public Relations
- Fundraising
- Media Relations
- Constant Contact
- Strategic Planning
- Social Media Management
- Team Management
- Public Speaking
- Wordpress
- Writing Skills
About Company
The only app every contractor needs to track job progress and communicate with their crew. Get unlimited photo storage, checklists, and PDF photo reports.
