Director, Customer Support

The Director of Customer Support is responsible for leading Smart Care 's centralized Customer Operations organization, overseeing Customer Service, Dispatch, Workforce Management, Quality Assurance, and Customer Escalation functions. This leader is accountable for delivering a consistent, world-class customer experience while driving operational excellence across every customer interaction. Reporting to the Vice President – Field Support, the Director leads a diverse organization of onshore and offshore team members responsible for supporting customers throughout the service lifecycle, from initial service request through technician dispatch, service completion, and issue resolution. This role develops and executes customer service strategies that improve customer satisfaction, employee engagement, operational efficiency, and business performance through process improvement, technology innovation, workforce optimization, and data-driven decision-making. Scope The Director provides strategic and operational leadership for: Customer Service Contact Center National Dispatch Operations Customer Support Workforce Management (Forecasting, Scheduling, Capacity Planning) Quality Assurance & Performance Management Executive Customer Escalations Customer Communications Customer Experience (CX) Programs Customer Operations Reporting & Analytics Offshore Business Process Outsourcing (BPO) Partners Primary Responsibilities Customer Experience Leadership Develop and execute the enterprise Customer Experience strategy. Champion a customer-first culture that prioritizes responsiveness, ownership, transparency, and service excellence. Lead Voice of the Customer initiatives utilizing customer feedback, CSAT, NPS, Customer Effort Score (CES), and customer insights to drive continuous improvement. Establish service standards and customer communication expectations across all customer-facing teams. Serve as executive sponsor for high-profile customer issues and service recovery efforts