Housing Connector · 3 days ago
Director, Customer Support Operations
Seattle, WA
Full-time
Hybrid
Director/Executive
7+ years expHousing Connector is a tech-powered nonprofit on a mission to transform housing access for those who need it most. The Director, Customer Support Operations leads the strategy and execution of customer support functions, overseeing a team responsible for high-quality service delivery and optimizing support tools in collaboration with Product and Engineering teams.
CharityNon ProfitReal Estate
Responsibilities
Own the end-to-end customer and partner support experience, from initial intake through resolution and follow-up
Establish clear service standards, response times, escalation paths, and quality benchmarks
Ensure support services are delivered with empathy, dignity, and cultural competence
Define staffing models, scheduling, and performance expectations aligned to service demand (9am – 5pm local time coverage needed nationwide)
Manage, train, and develop a team of highly motivated individuals across our distributed city network
Foster a culture of accountability, learning, and continuous improvement
Lead budgeting, forecasting, and resource planning for Support operations
Evaluate, select, and continuously improve support tooling, including CRM, case management, and ticketing platforms
Partner closely with Product and Engineering teams to influence product roadmaps based on frontline support insights
Communicate customer operational needs with clarity, ensuring Product and Engineering teams have what they need to deliver effective solutions
Ensure tools and workflows scale with organizational growth while maintaining service quality
Define and track actionable support metrics (e.g., response time, resolution time, backlog, satisfaction)
Implement quality assurance frameworks and coaching programs to improve consistency and effectiveness
Use data and qualitative insights to identify root causes and drive improvements
Qualification
Required
7+ years of experience in operations, customer support, community services, or related fields, including people leadership
Prior experience working at a technology company or in a tech-enabled organization with close Product partnership
Demonstrated experience evaluating, implementing, and optimizing support or CRM tooling
Strong operational and analytical skills, with experience managing service-level metrics
Excellent communication and cross-functional collaboration skills
Preferred
Experience partnering directly with Product and Engineering teams on roadmap and feature development
Experience scaling customer support operations, including workforce planning
Experience leading teams operating in emotionally intense or high-stress environments
Benefits
Comprehensive Health Coverage: Medical, dental, and vision plans. We pay 100% of employee premiums and 50% of partner/dependent premiums
Generous Paid Time Off: 22+ days of PTO in your first year, plus dedicated Community Service Leave
Extensive Holiday Schedule: Includes a full week off in December
Paid Parental Leave: Supportive leave options for growing families
Employee Assistance Program (EAP): Confidential resources for personal and professional support
Life Insurance: Financial protection for you and your loved ones
Flexible Spending Accounts: Health and dependent care FSAs
401(k) with Employer Match: Up to 6% employer match
Professional Development Stipend: $500 annually to support learning and growth
Company
Housing Connector
Housing Connector is a non-profit organization that increases affordable housing by addressing financial and residency challenges.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$0.03MKey Investors
United Way of Metropolitan Dallas
2025-04-15Grant· $0.03M
Leadership Team
Bailee Lawrence, MBA
Project Manager - Strategic Partnerships and Initiatives
CHARA MCGILL
Community Partnership Manager
Recent News
HousingWire.com
2025-10-10
2025-10-09
Seattle TechFlash
2025-09-19
Company data provided by crunchbase