Reflex Media, Inc. · 3 months ago
Director of Customer Support
Las Vegas, NV
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expReflex Media, Inc. is seeking a Director of Customer Support who will lead and transform their support function into a tech-driven operation. The role involves overseeing daily execution, leading a diverse team, and integrating AI and automation to enhance service quality and efficiency.
AdvertisingBrand MarketingMarketing
Responsibilities
Lead a diverse team across frontline service, member reports, moderation, escalations, quality, fraud, and payments
Set clear expectations, coach for performance, and build a culture of accountability, adaptability, and continuous improvement
Own staffing plans and schedules that balance coverage, efficiency, and performance
Stay close to the work: review queues, step into high-impact cases, and remove blockers for your team
Ensure accurate triage, tagging, and escalations to maintain consistently high service standards
Monitor execution and address performance gaps quickly with coaching and feedback
Build and maintain training programs that get new hires productive quickly and keep the team sharp
Strengthen quality assurance through structured reviews, calibration, and actionable feedback
Drive root-cause analysis to prevent recurring issues and reduce rework
Mentor and coach team members to prepare them for broader responsibilities as the function scales
Use support-platform data and automation insights to track performance and streamline workflows
Partner with the data team to ensure visibility and accountability across the organization
Drive adoption of AI and automation to improve speed, accuracy, and efficiency with measurable results
Collaborate with Product, AI, and other teams to resolve systemic issues and ensure the customer voice shapes priorities
Lead the shift of support work from our overseas partner to the Las Vegas team, ensuring continuity of service
Hire and develop the Las Vegas team to take on expanded responsibilities with a stronger focus on quality and alignment
Maintain positive vendor relationships while managing transition milestones and knowledge transfer
Establish new performance metrics and implement forward-thinking processes that improve efficiency and accountability
Apply automation to reduce reliance on contractors and build a scalable, modern operation
Capture lessons learned and embed best practices into the long-term support model
Qualification
Required
Bachelor's degree preferred (we value results and aptitude over credentials)
5+ years of experience in customer support, operations, or a related field
3+ years of leadership experience managing teams and owning performance outcomes
Proven ability to balance hands-on operational work with broader team leadership and accountability
Strong knowledge of support operations, including frontline service, member reports, moderation, escalations, quality assurance, fraud, and payments
Demonstrated success in building training programs, implementing process improvements, and driving measurable results
Hands-on experience with AI and automation tools that enhance support operations, with proven ability to integrate them into daily workflows
Experience leading change or transitions, such as restructuring teams, winding down vendors, or implementing new systems
Proficient in support platforms and reporting tools, with the ability to monitor metrics and use data to drive decisions
Strong cross-functional collaboration skills, with experience working alongside Product, Engineering, or related teams
Excellent communication and interpersonal skills, with the ability to set expectations, deliver feedback, and influence at multiple levels of the organization
Ability to thrive in a fast-paced, high-volume environment while maintaining composure and sound judgment
Preferred
Direct experience with Freshdesk or a similar support platform
Vendor management experience, including working with third-party providers or outsourced teams
Experience transitioning operations in-house or reshaping support models
Background in fraud prevention, payment operations, or online platform support
Experience scaling teams or reshaping workflows in lean, high-growth environments
Track record of measurable cost savings through automation or process improvements
Experience influencing product roadmaps or embedding with product teams
Background in consumer tech, e-commerce, gaming, fintech, or other online platforms
Benefits
Relocation assistance provided for the right candidate
Company
Reflex Media, Inc.
Reflex Media is a next-generation high-tech marketing company led by our Founder & CEO, an MIT alumni.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Ruben Buell
Chief Operations Officer & Chief Technology Officer
Company data provided by crunchbase