Note: The job is a remote job and is open to candidates in USA. Vehlo is a provider of repair shop technology, aiming to simplify the customer journey in the auto repair industry. The Director of Customer Support will oversee the support experience for dealership customers, focusing on building scalable processes and driving efficiency while enhancing customer satisfaction.
Responsibilities
- Build, lead, and scale a multi-tier support organization (Tier 1–3, escalations, technical support) across shifts/geographies as needed to support dealership hours of operation
- Define and execute the customer support strategy aligned with company growth objectives, including integration of acquired businesses' support functions
- Serve as leadership sponsor for major accounts and escalated issues, partnering with Sales, Customer Success, and Product
- Own key support KPIs: CSAT, NPS, first-response time, resolution time, ticket backlog, escalation rate, and cost-per-ticket
- Build and continuously optimize support workflows, tooling (helpdesk/CRM platforms), knowledge base, and self-service resources to improve efficiency and reduce cost-to-serve
- Implement tiered support models, staffing forecasts, and workforce management practices to balance service quality with labor cost
- Develop dashboards and reporting cadences for executive leadership on support performance, cost trends, and customer health
- Identify and execute cost-optimization and productivity initiatives (automation, AI-assisted support tools, offshoring/outsourcing evaluation where appropriate)
- Build deep expertise in dealership service lane workflows (RO management, multi-point inspections, technician workflows, parts/labor, CRM/DMS integrations) to ensure support reflects real-world dealership operations
- Serve as the voice of the customer, feeding structured insights to Product and Engineering on recurring issues, feature gaps, and reliability concerns
- Develop escalation protocols for high-severity/downtime issues that directly impact dealership service lane operations (a critical concern given revenue-generating, time-sensitive workflows)
- Recruit, coach, and develop support managers and front-line leaders; build career pathing and training programs
- Establish a performance management culture with clear accountability, coaching, and recognition frameworks
- Foster a culture of ownership, urgency, and customer empathy appropriate to a high-stakes, real-time service environment
Skills
- Bachelor's degree required
- 10+ years in customer support/service leadership, with 5+ years managing multi-tiered support organizations of 25+ FTEs in both remote and onsite call center environments
- Deep fluency with support tooling (Zendesk, Salesforce Service Cloud, Intercom, or similar) and support analytics
- Experience implementing AI/automation in support workflows (chatbots, ticket deflection, agent assist tools)
- Proven ability to manage 24/7 or extended-hours support models aligned to dealership operating hours
- Excellent communication skills
- Experience in a PE-owned, private equity-backed, or high-growth SaaS environment strongly preferred with track record of scaling support operation
- Automotive, dealership, fixed-ops, DMS, or adjacent vertical SaaS experience strongly preferred
Benefits
- Medical, dental, vision, and life insurance
- 401(k) with company match
- Paid time off and holidays
- Opportunity to make an impact
- Opportunity for growth
- Opportunity for recognition and rewards
Company Overview