Director, Customer Support-REMOTE

Must be US Citizen or Green Card holder

W-2 Full Time Salaried Position

100% Remote - Must reside in the US full time

Brandt Information Services is a leading provider of technology and marketing services for state wildlife and parks agencies, revolutionizing how agencies connect with and serve the public. From planning a camping trip to purchasing a hunting or fishing license, our solutions streamline the outdoor recreation experience. Every transaction—whether a boat registration, campground reservation, or educational event ticket—contributes to conservation efforts and enhances outdoor recreation opportunities.

As the Director, Customer Support in our SaaS software company, you will be responsible for managing a team of specialists and managers to ensure successful execution of ongoing support needs and customer satisfaction following initial implementation. In this role, you will be expected to manage and evaluate the performance of your team members, provide feedback, and identify areas for improvement; set performance targets; monitor progress; and take corrective actions to ensure that individual and team performance aligns with organizational expectations. Additionally, you will collaborate closely with cross-functional teams, including project management, product development, design, and quality assurance to ensure ongoing customer needs are met efficiently and aligned to business objectives. This position will report directly to the Chief Operating Officer.

For more information about Brandt, please visit http://www.brandtinfo.com

Primary Responsibilities:

• Define and implement a customer support strategy consistent with Brandt’s strong customer relationship focus, while also employing repeatable processes to accommodate scalable growth. Establish key performance indicators (KPIs) to measure success and ensure achievement of contractually defined Service Level Agreements (SLAs).
• Oversee ticketing systems and workflow automation for optimal case management. Evaluate and, where appropriate implement technology (AI/chatbots, knowledge bases, and self-service tools) to enhance efficiency while providing a positive customer experience. Continuously analyze customer inquiries to identify areas for process improvements.
• Regularly analyze and report on team performance, customer feedback, and operational efficiency. Identify trends in customer issues and propose long-term solutions (e.g., better documentation, product fixes). Drive a culture of continuous learning and improvement within the support team.
• Ensure high customer satisfaction (CSAT, NPS) and retention through quality service. Develop proactive support strategies, such as identifying common issues before they escalate. Work with the product and engineering teams to relay customer feedback and improve software usability.
• Manage a team of specialists and managers, providing guidance, setting clear expectations, defining deliverables and performance metrics. Coach, mentor, and develop project managers by providing guidance, training, and support. Help them enhance their project management skills, knowledge, and professional growth with regular 1:1s and quarterly check-ins. Additionally, this role will serve as the hiring manager and be responsible for selection of new project managers.
• Partner with Success, Project Management, and Product Development teams to address recurring customer pain points. Coordinate with Marketing to provide consistent messaging and customer enablement. Align with finance and leadership teams on support budgets, headcount, and resource allocation.
• Stay up-to-date with industry trends and technology advancements with potential application to customer support.

Qualifications & Experience:

• 7+ years of progressive experience in customer support or customer success roles within a SaaS or technology-driven environment.
• At least 5 years of experience in a leadership role managing customer support or service teams.
• Proficiency with support platforms and ticketing systems (i.e. JIRA, ServiceNow, ZenDesk, etc.) and demonstrated experience in employing them to operate a customer support function
• Experience implementing or overseeing AI/chatbot tools, knowledge bases, and self-service portals to improve support efficiency.
• Experience using customer success metrics such as CSAT and NPS to evaluate performance and identify improvement opportunities.
• Strong analytical skills to assess team performance, identify customer pain points, and propose scalable solutions.
• Ability to understand and communicate variances for timeliness, productivity, or responsiveness, and to develop actionable solutions to address gaps vs. expectations
• Aptitude to develop and nurture relationships across all levels of an organization
• Exceptional verbal and written communication skills with the ability to address large and diverse audiences
• High degree of intellectual curiosity strongly preferred
• Demonstrated proficiency in the use of MS Excel and PowerPoint
• Must successfully clear a Level II fingerprint background screening.

Compensation & Benefits:

Here at Brandt, we understand that highly satisfied employees are key to a thriving company. This is why we offer:

• An annual salary range of $125,000-$150,000 determined by factors including but not limited to skills, qualifications, and experience for this role.
• Health insurance through United Health Care including one plan offering fully covered for the employee (family members can be added at a discounted rate)
• Vision insurance fully covered for the employee (family members can be added at a discounted rate)
• Dental insurance available for purchase
• Flexible/Open paid time off (PTO) policy (available after 30 days of continuous service)
• Nine (9) paid holidays
• 401k plan with matching company contributions
• Annual year-end performance bonuses
• Up to 8 weeks of paid parental leave
• Life insurance fully covered by the company
• Long term disability insurance fully covered by the company
• Free Udemy account for ongoing professional development and learning

Brandt Information Services is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.

Please direct all questions/inquires to careers@brandtinfo.com