Director of Customer Experience

Rockstar is recruiting for a company dedicated to solving the affordable housing crisis. This client is a dynamic organization focused on providing innovative housing solutions. They are committed to creating a seamless and high-quality support experience for their customers.

The Role Needed

A Director of Support is needed to lead and scale the support operation, serving both Members and Hosts. This role involves managing core operations and strategy of the Customer Support function, ensuring a seamless, high-quality support experience for over 15,000 customers in a high-growth environment. The Director will need to think strategically, build from scratch, and ensure support operations run smoothly while surfacing insights that shape product, policies, and customer experience. Mentoring a growing team of managers, driving operational excellence, and ensuring that support is not just about resolving tickets but shaping a better experience for customers overall is essential.

The Person Being Sought

The ideal candidate is a dynamic and strategic leader with experience managing and scaling a mid-size customer support organization in a fast-paced, high-growth environment. Startup, marketplace, or consulting experience is preferred. The candidate thrives in ambiguity, thinks independently, and loves solving complex operational challenges that don’t have off-the-shelf solutions. Beyond running a strong customer support function, the candidate sees the bigger picture: support is a key driver of business insights. They know how to transform customer feedback into actionable improvements in product, policy, and process. Comfort in working cross-functionally to drive changes across the business is crucial. The candidate will oversee both Host and Member Support verticals, managing an organization of approximately 50 people. Creativity, scrappiness, and comfort in rolling up sleeves are necessary. Adaptability, empathy, and motivation by the mission to help solve the affordable housing crisis are key attributes.

Here’s What Will Be Done Day-To-Day

- Design and Execute a Support Strategy: Develop and refine processes that ensure seamless support for Members and Hosts as the company grows.

- Own and Optimize Support Operations: Oversee the performance of both Member and Host Support teams, ensuring efficient resolution of issues, high-quality service delivery, and scalable processes that evolve with the business. Continuously refine workflows, response times, and service levels to drive operational excellence.

- Drive Workforce Management: Responsible for hiring, team structure, and workforce planning, ensuring adequate coverage across shifts, holidays, and peak periods. Define and manage internal policies, including PTO, scheduling, and performance expectations, to build a well-balanced, efficient, and engaged support organization.

- Lead and Develop a High-Performing Team: Manage and mentor three People Managers, building leadership capacity and a culture of excellence.

- Transform Customer Insights into Action: Partner with Legal, Product, Growth, and others to surface key customer trends and drive improvements in policy, process, and product. Support is not just a reactive function—it’s a critical feedback loop for the business.

- Build, Analyze, and Decision on Data: Own support metrics end-to-end. Not just analyzing existing reports but building them. Comfortable creating dashboards and basic models to track performance, identify trends, and uncover new insights. Proactively recognizing when new data is needed and working cross-functionally to capture it. Data isn’t just for reporting; it’s used to drive meaningful operational and strategic improvements.

- Own and Improve the Support Tech Stack: Independently manage and optimize support tools, knowing when to escalate technical needs but also comfortable with self-learning and troubleshooting.

- Enhance Training and Development: Build training programs that equip support teams to deliver excellent service and navigate complex customer needs.

- Drive Continuous Improvement: Identify and implement innovative solutions to improve workflows, policies, and communication channels, ensuring a frictionless support experience.

Here’s What is Needed To Be Successful

- Leadership Experience: Proven experience managing and mentoring people managers, including developing new leaders and fostering a strong, cohesive team.

- Strategic Thinking and Execution: Ability to develop and implement long-term strategies while being hands-on and tactical to ensure immediate operational needs are met.

- Customer-Centric Approach: Deep commitment to delivering exceptional customer service, with experience managing support functions for both end-users and business clients.

- Strong Communication Skills: Excellent verbal and written communication skills to collaborate across teams, address escalations, and advocate for customer needs with internal stakeholders.

- Cross-Functional Collaboration: Experience working with Legal, Product, Payments, and Sales teams to address complex issues and implement solutions that balance customer needs and business goals.

- Data-Driven Decision Making: Proficiency in analyzing support metrics, tracking KPIs, and using data to identify trends and drive continuous improvement in support processes.

- Conflict Resolution Skills: Expertise in handling escalations and resolving sensitive or high-priority cases with empathy, professionalism, and adherence to company policies.

- Process Improvement Expertise: Track record of enhancing support workflows, systems, and tools to improve efficiency and customer satisfaction.

- Adaptability and Resilience: Comfortable navigating a fast-paced, high-growth environment while managing multiple priorities and adapting to change.

- Alignment with the Mission: Passion for tackling the affordable housing crisis and leveraging support as a key pillar in empowering Members and Hosts to succeed.

The Interview Process

1. The application will be reviewed for possible next steps by the Hiring Manager.

2. If eligibility requirements are met, the next step would be a phone screen with a member of the PeopleOps team for about thirty (30) minutes.

3. If warranted, the next step would be a video interview with the Head of CX for forty-five (45) minutes.

4. If warranted, the next step would be a video interview with a small panel of key stakeholders for two (2) hours. For this interview, a candidate would execute a live assessment to the panel for discussion.

5. If warranted, then the process moves to offer!

Compensation, Benefits, and Perks

- Fully remote position - it is guaranteed!

- Competitive compensation package including an equity incentive plan

- National medical, dental, and vision healthcare plans

- Company provided life insurance policy

- Optional accidental insurances, FSA, and DCFSA benefits

- Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays

- 401(k) plan

- Twelve (12) weeks of paid time off for both birth and non-birth parents

- The opportunity to do what is loved at a company that is at the forefront of solving the affordable housing crisis

- $110,000 - $130,000 a year