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Cents

Director of Support

Cents

. Own the end-to-end support experience across Cents and LaundroWorks .

Posted 9/15/2026full-timeNew York City • New York • United StatesLead💰 $165,000 - $185,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates extensive experience in leading customer support teams, operational leadership, and developing support strategies. Proven ability to manage support metrics, implement tooling, and drive channel growth through effective team management and performance improvement.

Highest-signal resume keywords
Customer Support LeadershipOperational LeadershipSupport Metrics ManagementSupport Tooling ImplementationTeam Development

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Process DesignWorkforce PlanningBudgetingVendor ManagementPerformance ManagementRecruitingInterviewingHiringAI-Assisted SupportSelf-Service Strategies
Soft Skills
Excellent Communication SkillsCustomer-Obsessed MindsetAbility to Operate in Fast-Paced Environment
Tools & Technologies
Support ToolingPerformance Metrics Tools
Industry Keywords
Customer Satisfaction (CSAT)Net Promoter Score (NPS)First Response TimeResolution SLAsCost Per ContactDistributor SupportChannel GrowthOffshore Team Management

About the role

Key responsibilities & impact
  • Own the end-to-end support experience across Cents and LaundroWorks
  • Lead Software Support, Install Support, Hardware Support, and build a new Distributor Support function
  • Lead four support managers and their teams, including an offshore team
  • Define support strategy, structure, staffing, coverage hours, tooling, budget, and performance metrics
  • Develop managers, establish ownership and accountability, and build hiring plans and career paths
  • Stand up Distributor Support across both brands as a driver of channel growth
  • Improve hardware, install, and distributor execution, including install timelines, first-time-fix rates, RMA and escalation paths
  • Coordinate with Product, Engineering, and fulfillment partners
  • Own CSAT, NPS, first response time, resolution SLAs, cost per contact, quality, and QA reporting
  • Build scalable capacity and coverage models using workforce planning, offshore leverage, AI-assisted deflection, self-service, and knowledge content
  • Own support tooling strategy, roadmap, and budget
  • Serve as the voice of the customer and funnel feedback to Product and Engineering
  • Represent Support in roadmap and scope discussions
  • Handle ad hoc responsibilities as required

Requirements

What you’ll need
  • At least 5 years leading customer support or technical support teams
  • At least 5 years of operational leadership experience — process design, workforce planning, budgeting, and vendor management
  • Senior leadership experience managing managers and building teams through significant growth
  • Demonstrated track record of developing leaders
  • Hands-on experience recruiting, interviewing, and hiring
  • Proven track record owning support metrics end to end, including CSAT, NPS, response and resolution SLAs, and cost per contact
  • Experience selecting, implementing, and consolidating support tooling
  • Familiarity with AI-assisted support, deflection, and self-service strategies
  • Experience building and improving performance management initiatives through metrics and coaching
  • Excellent written and verbal communication skills
  • Customer-obsessed, roll-up-your-sleeves mindset and ability to operate in a fast-paced, high-growth environment
  • B.A., B.S. or equivalent degree preferred, but not required
  • Experience leading hardware, field service, install, or distributor/channel support strongly preferred, but not required
  • Experience managing offshore or distributed teams preferred

Benefits

Comp & perks
  • Equity Options
  • Unlimited PTO and 12 Paid Holidays
  • Gym, Laundry and Work-from-home/Commuter stipend
  • Parental leave – Up to 14 weeks fully paid for new parents
  • Health benefits, including medical, dental, vision, mental health support, parental leave, life and AD&D insurance, and disability
  • 401(k)
  • Access to learning opportunities from the team and network of advisors and investors