Director, Customer Support
About PayRangePayRange is a leading fintech company powering mobile payments and connected experiences for unattended retail. Our platform enables consumers to pay seamlessly through their smartphones while providing operators with powerful tools to manage and grow their businesses.With a global footprint and rapid growth, we are focused on delivering a best-in-class customer experience across both B2C (consumers) and B2B (operators). Our success is driven by innovation, operational excellence, and a deep commitment to our customers.About The RoleWe are looking for a hands-on, strategic Director of Customer Support to lead and scale our global support organization.This role will oversee Consumer Support and Operator Support (Tier 1 & Tier 2) while ensuring strong coordination with Tier 3 (Engineering/Product) to deliver fast, high-quality resolutions. You will be responsible for driving operational excellence, building high-performing teams, and implementing scalable processes that improve customer experience as we grow.This is a highly cross-functional role requiring strong leadership, technical acumen, and the ability to translate data into actionable improvements.Role OverviewLeadership & Team DevelopmentLead and develop high-performing global support teams across multiple geographies and time zonesSet clear performance expectations, KPIs, and accountability frameworksCoach and mentor managers and team leads to build a strong leadership benchFoster a customer-first culture with high standards of execution and ownershipSupport Operations & ExecutionOwn day-to-day support operations including queues, escalations, prioritization, and SLA performanceOversee ticketing workflows, workforce planning, and support tooling optimizationEnsure consistent, high-quality support across both B2C and B2B segmentsDrive operational efficiency and scalability across support functionsTechnical & Cross-Functional CollaborationPartner closely with Product and Engineering on Tier 3 escalations, root-cause analysis, and issue resolutionLead coordination of technical support services and ensure alignment across internal teamsTranslate technical issues into actionable insights for non-technical stakeholdersProcess Improvement & StrategyUse data and analytics to identify trends, reduce ticket volume, and improve resolution timesDevelop and implement scalable processes, SOPs, and support playbooksDrive continuous improvement initiatives to enhance customer experience and operational performanceLead strategic planning for support as the company scalesCustomer Experience & Business ImpactPartner with internal and external stakeholders to support customer retention and growthDeliver regular reporting on KPIs, trends, and performance improvementsEnsure a consistent, high-quality customer experience across all touchpointsWhat We’re Looking For7+ years of experience in customer support, technical support, or support operations3–5+ years of leadership experience managing large, global teams (30+ preferred)Strong technical acumen with experience in complex, product-driven environmentsProven ability to improve support performance through data, process, and team developmentExperience working cross-functionally with Product and Engineering teamsStrong analytical and problem-solving skills with the ability to turn data into actionable insightsExcellent communication and organizational skillsExperience supporting both B2C and B2B customers preferredFamiliarity with modern support tools (e.g., Zendesk, telephony systems, QA tools, workforce management)