Director of Support

The Director of Support, reporting to the Sr. VP, Customer Success, leads Impel’s customer support organization to deliver a high-quality, scalable, and customer-first support experience. This role provides strategic and operational leadership across technical and AI-driven support teams, ensuring excellent customer outcomes while scaling support operations in line with company growth.

• Lead and develop support managers and teams across regions, driving accountability, performance, and engagement.
• Own day-to-day support operations, including workflows, escalation management, and incident response.
• Monitor and analyze support metrics to improve efficiency, quality, and customer satisfaction.
• Own and evolve the support technology stack (ticketing, chat, phone, monitoring, and knowledge base).
• Partner with Product, Engineering, Implementation, Sales, and Customer Success to resolve complex issues and address root causes.
• Serve as an escalation point for high-impact customer issues.
• Promote inclusive, respectful, and customer-first practices aligned with company values.

Qualifications

• Proven experience leading technical or customer support organizations, including people leaders.
• Automotive industry experience is strongly preferred.
• Experience supporting AI-driven data platforms or complex SaaS products.
• Bachelor’s degree or equivalent experience; advanced degree a plus.
• Strong operational, analytical, and cross-functional collaboration skills.
• Ability to balance hands-on execution with strategic planning.
• Comfortable operating in a fast-paced, evolving environment.

Location & Travel

• Preferred locations: Syracuse, NY; Burlington, VT; New York, NY. Remote considered.
• Up to 25% travel, including some international travel.