Director, Customer Support

About Tekmetric

Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better.

Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably.

Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. 

But we’re not just building software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time.

Come build with us. Join the journey. Shape the future of auto repair.

Working the Tekmetric Way

At Tekmetric, we’re building a culture where winning matters - not for ego, but because when our customers win, we win together. 

We move fast, stay curious, and take full ownership of our results — no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you’ll feel right at home here.

We’re direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager’s). This is a place for builders, not bystanders.

Success here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and real results, it’s deeply rewarding. You’ll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you’ll thrive. If that energizes you, we can’t wait to meet you.

Where We Work: At Tekmetric, great work can happen anywhere — but great teams are built through intentional connection. Our hybrid model means no role is fully remote, offering flexibility while strengthening collaboration and alignment. We host team and company-wide offsites throughout the year to deepen connection and reinforce shared goals. Attendance is expected and fully supported.

What You'll Do

As the Director, Customer Support, you will own the Customer Support function end-to-end, ensuring exceptional customer experiences while building a scalable, high-performing support organization that supports company growth. You will define the long-term support strategy, lead and develop leaders, and partner cross-functionally to drive customer satisfaction, retention, and operational excellence.

You will balance world-class customer experience with efficiency, leveraging data, technology, and AI-driven solutions to continuously improve outcomes for customers and the business.

• Own the overall Customer Support strategy, operating model, and roadmap, aligned to company objectives, product direction, and customer growth.
• Lead and scale a multi-layered Customer Support organization, including hiring, developing, and managing managers and future leaders.
• Establish and maintain best-in-class SLAs across all support channels (phone, chat, email), ensuring consistent, high-quality customer experiences.
• Define and track KPIs tied to customer satisfaction and business outcomes, including response times, CSAT, NPS, and renewal rates.
• Own Customer Support budgeting, headcount planning, and resource allocation while driving operational efficiency and scalability.
• Design and implement scalable support processes, tooling, and automation (including AI) to resolve issues faster, improve quality, and support growth without compromising customer experience.
• Lead change management initiatives related to support operations, new product launches, and evolving customer needs.
• Regularly communicate support performance, customer insights, and strategic initiatives to executive leadership.
  
  

What You’ll Bring

• A proven, empathetic, and strategic leader with strong executive presence and the ability to inspire, develop, and retain high-performing teams.
• 8 - 10+ years of experience in Customer Support or Customer Experience leadership, including leading managers and scaling support organizations in a SaaS environment.
• Deep expertise in customer support operations, processes, systems, and inf