Tekmetric · 15 hours ago
Director, Customer Support
Houston, TX
Full-time
Hybrid
Director/Executive
8+ years expTekmetric is a cloud-based platform helping auto repair shops thrive through innovation and customer-centric solutions. As the Director of Customer Support, you will lead the support function to enhance customer experiences, develop a high-performing team, and drive operational excellence.
AutomotiveSaaSSoftware
Responsibilities
Own the overall Customer Support strategy, operating model, and roadmap, aligned to company objectives, product direction, and customer growth
Lead and scale a multi-layered Customer Support organization, including hiring, developing, and managing managers and future leaders
Establish and maintain best-in-class SLAs across all support channels (phone, chat, email), ensuring consistent, high-quality customer experiences
Define and track KPIs tied to customer satisfaction and business outcomes, including response times, CSAT, NPS, and renewal rates
Own Customer Support budgeting, headcount planning, and resource allocation while driving operational efficiency and scalability
Design and implement scalable support processes, tooling, and automation (including AI) to resolve issues faster, improve quality, and support growth without compromising customer experience
Lead change management initiatives related to support operations, new product launches, and evolving customer needs
Regularly communicate support performance, customer insights, and strategic initiatives to executive leadership
Qualification
Required
A proven, empathetic, and strategic leader with strong executive presence and the ability to inspire, develop, and retain high-performing teams
8 - 10+ years of experience in Customer Support or Customer Experience leadership, including leading managers and scaling support organizations in a SaaS environment
Deep expertise in customer support operations, processes, systems, and infrastructure
Strong business and financial acumen, with experience owning budgets and forecasting headcount
Demonstrated success leveraging AI, automation, and support technologies to improve efficiency, scalability, and customer satisfaction
Proven ability to analyze data, identify trends, and translate insights into measurable business impact
Experience recruiting, developing, and promoting world-class talent, with a focus on leadership development and succession planning
Comfortable operating in a fast-paced, high-growth environment with constant innovation and evolving priorities
This is a hybrid work model; must be local to the Houston, TX area
Benefits
Enjoy the flexibility of remote work
Competitive base salaries that reflect your value.
Generous Paid Time Off, because we know you do your best work when you're well-rested.
Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.
401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
Keep growing with support for continuing education - we’re invested in your development.
Company
Tekmetric
Digital vehicle inspections, repair orders, inventory, job progress, customer communication, & much more.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$1.64MKey Investors
Susquehanna Growth Equity
2022-03-16Private Equity
2018-08-28Series Unknown· $1.14M
2016-01-01Seed· $0.5M
Leadership Team
Taylor Fuqua
CTO
Aaron Szafran
Partner Manager
Recent News
2025-11-13
2025-11-10
Company data provided by crunchbase