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EverPass Media · 3 days ago

Director of Customer Support

Chicago, IL

Full-time

Hybrid

Director/Executive

$130K/yr - $160K/yr

7+ years exp

EverPass Media is redefining the role of TVs in businesses by blending exclusive top-tier sports and entertainment with unmatched marketing innovation. They are seeking a Director of Customer Support to lead and scale their customer support organization, responsible for strategy and execution across hardware and software support for SMB and enterprise customers.

eSportsMedia and EntertainmentTicketing

Responsibilities

Partner with VP of Operations on Customer Support strategy, operations, and performance

Build, lead, and scale a high-performing Customer Support team

Drive improvements in CSAT, response times, resolution times, backlog, and SLA adherence

Design and optimize support workflows, escalation paths, and coverage models

Lead the selection, implementation, and optimization of support tools, including IVR, ticketing, CRM integrations, and AI-powered automation

Serve as an escalation point for complex hardware and software issues

Partner with Product, Engineering, Operations, and Sales teams to identify customer trends and reduce contacts with product improvements

Help to represent the voice of the customer in company wide meetings & cross-functional partnerships as needed

Lead and scale customer support organization of in-house and outsourced professionals

Qualification

Customer support leadershipB2B hardware/software supportCRM implementationData-driven analysisContinuous improvement methodologyTeam buildingEmployee developmentProactive leadershipConsumer-centric innovationCollaboration

Required

Bachelor's degree required

7+ years of experience in customer support, service or operations, including 3+ years in leadership

Experience supporting hardware and software products in a B2B environment

Experience supporting SMB and enterprise customers

Proven success scaling support teams and tooling

History of implementing and optimizing CRM, helpdesk, or contact center technologies (Zendesk, Salesforce Service Cloud, Aircall, etc.)

Hands-on experience with IVR, automation, AI-assisted support, and knowledge systems

Proven success of management concepts and practices including supervising and motivating employees, performance management, and employee development/training

Expertise in continuous improvement methodology and a passion for consumer-centric innovation

Data-driven and analytical, with a track record of using insights to drive improvements

Hands-on leader with a proactive, pragmatic, and collaborative approach

Available to work nights and weekends, based on event needs