The Opportunity 

SmartMoving is at an inflection point in how we support customers. We have tooling, team members, and processes in place, and we are ready to level them up in a significant way. The incoming Director of Support will inherit a function with real bones and will have the mandate and the influence to reshape it into something genuinely great. 

This is a hands-on leadership role. The right person will be comfortable in the weeds, engaged with the day-to-day realities of the team, and ready to make a real mark on how SmartMoving delivers to customers. You will not be inheriting a finished product. You will be stepping into something with momentum and helping take it to a higher level. 

We are also pursuing advanced levels of data compliance for our customers. The Director of Support will be a key stakeholder in ensuring the support function meets compliance requirements for that segment, including dedicated support workflows and isolated, compliant tooling. 

What You'll Own 

Support Model Design and Execution 

• Assess the current support model and lead a meaningful rebuild tier structure, SLAs, escalation paths, coverage model, and quality standards 

• Own CSAT, SLA performance, first contact resolution, reopen rates, and deflection rate as primary operating metrics 

• Build the SOPs, documentation, and quality framework the team needs to operate consistently and at a high standard 

• Ensure every customer interaction reflects SmartMoving's commitment to high-quality, human-first support even as we scale and introduce more automation 

• Evaluate the current vendor and staffing model and bring a point of view on the right long-term structure for the team 

Team Leadership and Development 

• Directly manage T1 & T2 Support, Support Engineering, and new T2 Support ICs, with Billing and Revenue Support transitioning to your team once you are ramped 

• Set clear, measurable performance expectations and hold team members accountable with direct, constructive feedback 

• Coach the team on both technical capability and customer communication, with sensitivity to a customer base that values patience, clarity, and a human touch over speed and automation 

• Identify skill gaps and develop the team proactively 

AI and Tooling 

• Own the ongoing optimization of Fin (our AI support layer) as a continuous discipline, not a one-time setup 

• Improve deflection rates while maintaining and improving quality for tickets that reach a human agent, with care for how automation lands with customers who prefer human interaction 

• Drive AI adoption across support workflows and model AI fluency for the team 

• Evaluate and optimize the support tooling stack, bringing a real point of view on what we should keep, change, or add 

Cross-Functional Leadership 

• Build a support function capable of serving large enterprise accounts with demanding SLA requirements and multi-location complexity 

• Partner closely with the Director of Customer Success and Onboarding to absorb the product and support questions currently consuming 30 to 40 percent of CSM time, and to create a unified, seamless customer experience across the full CX team 

• Serve as the escalation point for complex issues requiring judgment, relationship management, or cross-functional coordination 

• Contribute to CMMC compliance planning for the dedicated military customer support track, including compliant tooling, isolated workflows, and documentation requirements 

How We Measure Success 

The Director of Support owns performance across all customer-facing support channels: chat, email, phone, and video. The following KPIs define what success looks like in this role. These are not aspirational targets set at hiring. They are the operating metrics this leader will be held to and will be expected to move meaningfully over time. 

Speed |Response and Resolution 

• First Response Time (FRT) across all channels, with targets differentiated by channel type 

• Time to Resolution (TTR): average time from ticket open to full resolution 

• SLA Attainment Rate: percentage of tickets resolved within defined SLA windows, tracked across chat, email, phone, and video 

Quality and Accuracy 

• Customer Satisfaction Score (CSAT): measured post-interaction across all channels 

• Quality Assurance (QA) Score: internal ticket review score measuring accuracy, tone, and adherence to process 

• First Contact Resolution Rate (FCR): percentage of issues fully resolved on the first interaction, the clearest signal that the answer was right the first time 

• Reopen Rate: percentage of resolved tickets reopened by the customer, a direct measure of whether resolutions held. 

AI Performance 

• Fin Deflection Rate with a quality floor: deflection volume paired with CSAT on AI-handled interactions, ensuring automation improves the experience rather than simply reducing ticket volume 

Routing and Tier Efficiency 

• Escalation Rate from T1 to T2/T3: tracks whether tickets are being resolved at the right tier, a signal of team capability, routing accuracy, and the health of the tier structure 

Team Health 

• Employee Net Promoter Score (eNPS): measures team engagement and whether support team members would recommend SmartMoving as a place to work 

Specific targets for each metric will be set collaboratively with the VP of CX during the onboarding period, based on baseline data and the current state of the function. 

What You Must Bring 

Non-Negotiable Requirements 

• Hands-on support leadership experience with a genuine comfort for being in the weeds, close to the work, and actively shaping a team rather than managing from a distance 

• A strong point of view on what great support looks like and the operational instincts to build toward it, including through periods of change and ambiguity 

• Strong, demonstrated hands-on experience with Fin or comparable AI support tooling, with a track record of improving deflection rates and quality simultaneously 

• Technical literacy: comfortable with support tooling, SLA architecture, escalation design, and the product and integration questions common in a SaaS environment 

• Data-driven operating style: you manage to CSAT, SLA, FCR, reopen rates, and deflection rates and you know not just how to read them but how to move them 

• Process discipline: you write SOPs before things break, create quality standards, and build the operating system the team runs on 

• Direct communicator and coach: the team needs clear expectations, real feedback, and a manager who does not avoid hard conversations 

• AI fluency: you use AI tools in your own workflow, push your team to do the same, and can credibly own Fin optimization as a strategic function 

• A track record of working closely with Customer Success, Onboarding, and other cross-functional teams to create a cohesive, high-quality customer experience 

Nice to Have 

• SaaS support background serving non-technical end users or field operators 

• Familiarity with compliance-driven support requirements such as FedRAMP, CMMC, or similar frameworks 

• Experience supporting enterprise or franchise accounts with multi-location complexity 

What We Screen For 

We are looking for specific signals of hands-on, high-quality support leadership. A few things that would give us pause: 

• Leaders who have only managed large, steady-state teams with mature infrastructure in place and have not had to roll up their sleeves and reshape a function 

• Anyone who solves quality problems primarily by adding headcount rather than improving process and tooling 

• Conflict-avoidant managers: this team context requires directness, clear boundary-setting, and the ability to have hard conversations calmly and constructively 

• Anyone who treats AI deflection purely as a cost-cutting measure rather than a quality lever, particularly given customers who prefer human interaction 

• Candidates who lack strong examples of working closely with Customer Success, Onboarding, and cross-functional teams to build a unified and excellent customer experience 

Overview

SmartMoving is a fast-growing SaaS platform purpose-built for the moving industry. We serve independent moving companies and large franchise networks across the U.S. and Canada. Our customers are operators who run physically demanding, high-stakes businesses and depend on software that works for them every single day. 

Our customers are hands-on operators who care deeply about their crews, their customers, and running a tight business. Many of them have a healthy wariness about technology and automation — they want software that works simply and support that feels human and capable when they need it. That reality shapes everything about how we build and run our support function, and the right leader for this role will take that context seriously.