Director of Support Services (Charlotte, US)

Director of Support Services (Charlotte, US)

About the Role

As the Director of Support Services at Passport, you will be at the center of providing an exceptional client and internal customer experience, and you’ll do this in our incredibly fast-paced, exciting, and constantly changing the environment. You will lead the team of specialists responsible for answering client and customer inquiries about our products. In addition, you are responsible for the overall Internal Systems & Tools that Passport uses to enable the internal teams to be successful every day. As such, you will be at the heart of delivering on our growth objectives and essential to our long term strategy. You and your team will set the precedence of the client experience and communications, while partnering closely with Client Success, Engineering, Product, and Sales teams. You’ll ensure strong relationships and satisfaction with our clients, and ensure their ongoing experience with Passport is top-notch.


  • Lead and manage a support staff which promotes a world-class client experience which isn’t experienced in any other competitive space.
  • Drive service maturity through continual service improvement, automation first mentality and aligning to a Service Management maturity model and plan.
  • Lead strategist and designer of our internal employee onboarding processes and request fulfillment as it relates to technology and operations focus areas.
  • Responsible for all Internal Systems & Tools which are present within Passport current state, as well as the future state roadmap initiatives.
  • Responsible for Incident, Problem, and Knowledge management of both internal and external stakeholders and customers.
  • Responsible for employee development planning and career pathing throughout the Support Services team.
  • Responsible for the strategic direction of all internal systems & toolsets which enable Passport’s internal business operations. Inclusive of ERP, CRM, Knowledge Management, Case and Back Office operations.
  • Adherence to audit and quality controls related to employee onboarding and offboarding, systems access, and distribution channels.
  • Leading and inspiring teams of specialists that support clients and customers with any product challenges they encounter, managing case pipeline, and consistently guiding your teams to deliver outstanding resolution experiences
  • Coaching and developing your teams to successfully predict challenges based off of case data, share feedback with product and development teams, all while appropriately navigating internal/external barriers to close cases successfully and on time
  • Establishing a culture of excellence, learning, and regular best practices sharing within support
  • Understanding client needs and challenges, and communicating effectively with all stakeholders (including external customers and internal teams such as Sales, Client Success, Product, and Development) to resolve cases
  • Creating and providing regular reporting against key performance indicators (e.g. metrics for customer satisfaction, operating efficiency, and product quality) and leveraging data from case submissions to provide insights to the broader team about client and customer challenges; escalating key trends to the development team for immediate resolution
  • Documenting key workflows, handoffs, and case resolutions in our systems of record and ensuring that documentation stays relevant and up-to-date
  • Monitor the escalation of cases and highlight critical situations with a sense of urgency to appropriate teams; factor in client timelines while balancing internal constraints
  • Assess current systems, best practices, quality, service and introduce improvements to ensure operations stay in line with growing business needs
  • Making tough decisions “on the fly”, with guidance as needed, as you manage client/customer relationships and internal stakeholders
  • Manage staffing workflow to increase efficiency
  • Spot checking individual rep communication quality and calibrate on the fly
  • Participate in or initiate strategic and tactical policies, workflow and performance standards

Key Competencies

  • Customer focus
  • Manages complexity
  • Strategic mindset
  • Action-Oriented
  • Drives results
  • Builds Effective Teams
  • Situational Adaptability


  • Previous experience scaling a group or team (both in staffing and process) is a necessity
  • Experience in the consolidation and management of systems & tools within an enterprise environment
  • SaaS company experience is ideal
  • At least 8 years of professional experience required
  • 5+ years leading a technical support team required
  • 5 + years of experience providing technical support to end-user/client required
  • Strong technical background, understanding coding is a plus
  • Process and problem-solving mindset
  • Continuous improvement mindset
  • Superior resource, planning, and time management skills
  • Excellent organizational and communication (written, verbal, and listening) skills
  • Keen attention to detail
  • Bachelor’s degree is strongly preferred

About You

Simply put, you have it all together - people enjoy working with you, your team respects you, your clients are regularly impressed by you, you have strong technical capabilities, and you can juggle it all. You know the ins and outs of managing large case volumes, and you take tremendous pride in fully understanding the businesses you support. You are not afraid of challenging situations and know how to navigate carefully during challenging client conversations. You constantly set the bar high with your daily work and your project portfolio, and then raise the bar higher for both you and your team. You have a propensity towards continuous improvement and love to figure out the scalable solution. You thrive in a constantly changing, fast-paced environment. You can balance short and long term objectives. You own the details. You are always thinking a few steps ahead. You listen, collaborate, take note of alternate viewpoints, and implement the best solutions. You can communicate with the best by being clear, concise, and listening.

You read the books, you’ve followed the blogs, and as someone committed to striving for the best, you’re excited to contribute to Passport’s amazing growth goals by leading the technical and customer support teams.

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