Cents
Director of Support
$165K–$185K
New York, NY · Hybrid · Director · Full-time · Posted Sep 15, 2026
- Experience
- At least 5 years leading customer or technical support teams and at least 5 years of operational leadership experience.
- Education
- B.A., B.S. or equivalent degree preferred, but not required.
About the job
Leads support across Cents and LaundroWorks, overseeing four support functions and managers while building a customer-focused service organization and distributor support function.
What you'll do
- Set support strategy, structure, staffing, coverage, tooling, budget, and performance metrics; develop four managers and their teams.
- Build Distributor Support and improve hardware, installation, and distributor operations in coordination with Product, Engineering, and fulfillment partners.
- Scale support through capacity planning, offshore teams, AI-assisted deflection, self-service, knowledge content, and unified tooling.
What they ask for
- At least 5 years leading customer support or technical support teams.
- At least 5 years of operational leadership experience, including process design, workforce planning, budgeting, and vendor management.
- Senior leadership experience managing managers, with a track record of developing leaders and building teams through significant growth.
- Experience owning support metrics end to end and selecting, implementing, and consolidating support tooling.
Nice to have
- Experience leading hardware, field service, install, or distributor/channel support; experience managing offshore or distributed teams.
Pay
USD 165,000–185,000 per-year-salary (base salary)
AI focus
Build support capacity using AI-assisted deflection, self-service, and knowledge content; familiarity with AI-assisted support strategies is requested.
Model-written summary · the original posting is authoritative