Jobs and Careers
SQ
Director, Customer Support
SQUIREUnited States, United StatesRemotefull_timeVerifiedPosted 12 Feb 2025
š° $135,000/yr
About the role
WHO WE ARE
SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.
Founded in 2015, SQUIRE is trusted by barbers in 4,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.
For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.Ā
SUMMARYThe Director of Customer Support will lead a high-performing, customer-first team that delivers exceptional, 24/7 service to our global customer base. This role requires a strategic, hands-on leader who can develop and implement scalable support models, operational processes, and proactive engagement strategies to improve efficiency, customer satisfaction, and retention. In addition to core support functions, this role also owns scaled customer success initiatives, including retention and scaled/low-touch success management, ensuring every customer receives the best possible experience.
This is a highly demanding and dynamic position that requires flexibility and a deep commitment to availability across multiple time zones. While there is autonomy in managing your schedule, you are expected to be accessible to teams, BPO partners, and key stakeholders after-hours and on weekends if needed across global regions to ensure continuity of operations.
This role is fully remote for US-based candidates, with up to 25% traveling domestically and internationally to meet with teams, BPOs, and customers.
REPORTS TOChief Customer Officer
SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.
Founded in 2015, SQUIRE is trusted by barbers in 4,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.
For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.Ā
SUMMARYThe Director of Customer Support will lead a high-performing, customer-first team that delivers exceptional, 24/7 service to our global customer base. This role requires a strategic, hands-on leader who can develop and implement scalable support models, operational processes, and proactive engagement strategies to improve efficiency, customer satisfaction, and retention. In addition to core support functions, this role also owns scaled customer success initiatives, including retention and scaled/low-touch success management, ensuring every customer receives the best possible experience.
This is a highly demanding and dynamic position that requires flexibility and a deep commitment to availability across multiple time zones. While there is autonomy in managing your schedule, you are expected to be accessible to teams, BPO partners, and key stakeholders after-hours and on weekends if needed across global regions to ensure continuity of operations.
This role is fully remote for US-based candidates, with up to 25% traveling domestically and internationally to meet with teams, BPOs, and customers.
REPORTS TOChief Customer Officer
JOB DUTIES AND RESPONSIBILITIES
- Build, lead, and scale the Customer Support organization, fostering a culture of ownership, accountability, and continuous improvement.
- Set and enforce KPIs, OKRs, and performance management frameworks that align with company-wide objectives.
- Provide career mentorship, structured training programs, and leadership development to support the career growth of the team.
- Develop, refine, and optimize global 24/7 support operations, ensuring responsiveness and efficiency across multiple time zones and languages.
- Design and scale support workflows, automation, and AI-driven solutions to improve resolution times and customer satisfaction while maintaining cost efficiency.
- Lead vendor and BPO relationships, ensuring external support teams operate at the highest standard.
- Own the infrastructure, tools, and enablement needed to support a rapidly growing customer base with diverse needs.
- Oversee scaled retention management strategies, ensuring high-risk customers receive targeted interventions to prevent churn.
- Drive a proactive support model, leveraging data insights to identify trends and reduce inbound case volume through automation and self-service.
- Establish and manage customer health scoring methodologies to track support effectiveness and identify areas for improvement.
- Act as a strategic partner to Product, Engineering, and Customer Success, leveraging support insights to influence product roadmaps and streamline issue resolution.
- Own and elevate the Voice of the Customer program by synthesizing feedback and reporting on trends to leadership.
- Partner with Sales and Success teams to improve customer onboarding and ensure new users have a seamless setup experience.
- Lead major incident response and crisis communication efforts, ensuring that customer-impacting issues are handled with transparency and urgency.
- Be an executive escalation point for high-profile support cases, balancing customer advocacy with business needs.
- Foster a customer-obsessed culture that prioritizes
Operational Strategy & Execution
Customer Retention & Proactive Engagement
Cross-Functional Collaboration
Crisis & Incident Management
Customer-Centric Culture
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights ā in under 60 seconds.
Apply Now āGenerate Application KitFree account required ā sign up in 30s