Director of Support

Buffini & Company

. Lead and develop a high-performing Support team .

Posted 10/16/2026full-timeRemote • California • United StatesLead💰 $115,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading high-performing support teams, developing scalable service strategies, and optimizing workflows using Zendesk. Proven ability to enhance client satisfaction through effective communication, performance management, and process improvements.

Highest-signal resume keywords

Client Support ManagementZendesk ProficiencyTeam LeadershipProcess ImprovementPerformance Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service-Level Agreement (SLA) ManagementWorkflow OptimizationAutomated Chat ImplementationKnowledge Base DevelopmentData Analysis

Soft Skills

Analytical SkillsCommunication SkillsCoaching SkillsProblem-Solving SkillsInterpersonal Skills

Tools & Technologies

ZendeskPilot AISelf-Service Tools

Industry Keywords

Client CareSupport OperationsQuality AssuranceMember SatisfactionPerformance Evaluation

About the role

Key responsibilities & impact

Lead and develop a high-performing Support team
Shape the vision, technology, and processes for scalable, efficient service
Establish and maintain the support experience and tool stack strategy and roadmap
Define and implement experience standards across all support channels
Review support tools quarterly and optimize systems and workflows
Translate Member feedback and inquiry trends into measurable improvements
Oversee daily support operations, coverage, and core business initiatives
Drive Member satisfaction, service-level performance, timely responses, and efficient ticket resolution
Resolve escalations with clear ownership and proactive Member communication
Streamline workflows and improve operational efficiency
Coach the team on efficient phone support and reduce call wrap-up time
Conduct workflow observations and improve use of Pilot AI and macros
Launch automated self-service chat support
Develop and maintain the Buffini Support Help Center Knowledgebase in Zendesk
Establish knowledge content ownership, accuracy standards, and review cycles
Recruit, coach, develop, and retain Client Care team members
Conduct biweekly individual meetings and maintain balanced workloads
Design and implement monthly quality assurance evaluations across phone, chat, and email
Complete annual performance and compensation reviews
Set and achieve quarterly SMART goals and personal development goals

Requirements

What you’ll need

5 or more years of experience in client support or service operations, including 3 or more years directly managing a team
Bachelor’s degree or equivalent practical experience
Demonstrated success managing service performance against client satisfaction, response time, resolution time, and SLA goals
Experience using Zendesk to improve workflows, reporting, routing, and client experience
Proven ability to streamline processes and deliver measurable improvements in productivity while maintaining service quality
Experience implementing or improving automated chat, self-service tools, and client knowledge bases
Strong people leadership skills, including hiring, coaching, quality assurance, and performance management
Ability to develop a support strategy and technology roadmap while remaining accountable for daily operations
Strong analytical and communication skills, with experience partnering across Product, Technology, and Client Success