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Polly · 3 weeks ago

Director, Customer Support

Dallas, TX

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

Polly is a company that has revolutionized the mortgage industry with its modern, data-driven capital markets ecosystem. They are seeking an experienced Customer Support leader to build and inspire a high-performing team that delivers exceptional service and drives measurable improvement across key metrics.

Big DataComputerEnterprise SoftwareFinancial ServicesFinTech

Growth Opportunities

Responsibilities

Build, develop, and inspire a team that consistently delivers exceptional service and drives measurable improvement across key metrics (CSAT, FRT, ART, backlog, deflection rate, ticket volume by tier, etc.)

Ensure satisfaction, and support issue resolution particularly for complex or strategic accounts

Establish clear baselines, monitor trends, and lead initiatives that improve responsiveness, quality, and efficiency across all support tiers

Drive a shift towards self-service support, implementing strategies that empower customers to find answers quickly while maintaining a premium support experience

Build progression frameworks, coach future leaders, and create a culture of growth and accountability within the Support team

Translate customer feedback into actionable insights that drive improvements across the wider business

Maintain efficient staffing and resource models that support growth and align to customer needs

Work closely with Quality, Product, and Revenue teams to highlight customer insights, influence product decisions, and uncover new commercial opportunities

Lead the adoption and optimization of support tooling, ensuring it’s used effectively across the team. Partner with internal stakeholders to identify, test, and roll out new tools and technologies that elevate both customer and agent experience

Qualification

Customer Support LeadershipSaaS ExperienceData DrivenTechnical AcumenPeople LeadershipOperational RigorSystems ThinkingHigh-Growth FamiliarityEfficiency Mindset

Required

8+ years of experience in Customer Support or Service, with proven success leading multi-level teams in a SaaS or technology environment

Customer-First Mentality: Builds processes with a focus on positively impacting the customer experience

Scaling Experience: Proven track record in a key customer-facing role during major scale-up phases (e.g., ARR growth from ~$10M → $50M+ → $100M+) and grew the customer base from fewer than 50 to 100 to 200 to 500

High-Growth / Start-Up Familiarity: Hands-on experience leading support teams in high-growth SaaS environments, scaling from early-stage through enterprise maturity

Technical Acumen: Experience working with complex, highly technical products with the ability to create predictable triage and support teams

Data Driven: A track record of improving operational metrics such as CSAT, FRT, backlog, and deflection

People Leadership & Development: Demonstrated ability to build, lead, manage, and inspire high-performing teams. Strong track record of mentoring and developing top talent into future leaders

Operator & Integrator: Brings operational rigor and an in-the-trenches leadership style, balancing vision with flawless execution

Systems Thinker: Recent examples of building scalable infrastructure, systematizing customer processes, optimizing tech stacks, implementing repeatable playbooks, and creating a unified customer experience. Deep familiarity with Service Cloud or similar platforms, and a passion for driving technology adoption and continuous improvement

Efficiency & Execution: Embodies an 80/20 mindset with a proven ability to 'build the rocket ship while flying it.'

Benefits

Competitive Compensation: Polly offers competitive salaries designed to reward your expertise and direct impact/contributions.

Comprehensive Health Coverage: Employees enjoy 100% company-paid medical, vision, dental, disability, and life insurance, granting peace of mind.

Flexible Vacation, Done Right: Take time off to recharge when you need it with Polly’s flexible, non-accrued vacation policy—because we trust you to balance work and life.

Hybrid Environment: Polly employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs, located in Dallas-Fort Worth and San Francisco.