Director, Customer Operations

Welcome to Campspot! Whether you are an avid camper, the occasional glamper, an expert RV-er, or new to the outdoors entirely, we're interested in working with you. Our team values diverse perspectives as we seek to create an easy‑to‑navigate and meaningful camping experience for everyone.We hope you will consider joining our team! ALL human beings are welcome, and we are committed to helping you thrive here. We believe our team, as well as the outdoors, is for everyone.The Role Campspot is seeking a Director of Customer Operations to lead and scale our Customer Support organization. This role will have direct oversight of the customer support team and will be responsible for driving operational excellence, team performance, and customer satisfaction.The ideal candidate is a strategic operator and people leader who thrives on building high‑performing teams, introducing meaningful metrics, and continuously improving processes to deliver a best‑in‑class customer experience.Key Responsibilities Team Leadership & ManagementLead, coach, and develop the Customer Support team, including managers and frontline support staffFoster a customer‑first culture focused on empathy, accountability, and continuous improvementResearch and implement new tools, including AI, to improve efficiency and customer experienceManage relationships with vendor service providersDevelop planning forecast and match with staffing needsIdentify key bottlenecks and gaps across customer journeyCollaborate with Product to prioritize bug resolutionAnalyze customer feedback to surface themes with broader product and strategy implicationsImplement omni‑channel monitoring and escalation across owned and public touchpointsManage QA of support interactions and investigate process breakdownsDirectly manage high‑sensitivity service escalationsPartner with HR and leadership on hiring, onboarding, performance management, and career developmentOperational ExcellenceOwn the day‑to‑day operations of Customer Support, ensuring consistent, high‑quality service deliveryDesign, implement, and refine scalable support processes and workflowsIdentify inefficiencies and drive process improvements to enhance productivity and customer outcomesMetrics & Performance ManagementDefine, track, and report on key customer support metrics (e.g., response times, resolution times, ticket volume)Use data and insights to identify trends, guide decision‑making, and drive measurable improvementsEstablish clear performance goals and accountability across the teamCustomer Experience & Cross‑Functional CollaborationServe as a champion for the customer, ensuring feedback and insights are shared with Product, Engineering, Sales, and other CX stakeholdersPartner cross‑functionally to address root causes of customer issues and improve the end‑to‑end customer journeySupport major initiatives, product launches, and change management efforts impacting customersQualifications7+ years of experience in customer support, customer operations, or customer experience roles5+ years of experience leading and managing teams, including people managersProven experience building or scaling customer support operations in a SaaS or technology environmentStrong analytical skills with hands‑on experience defining and using performance metricsExcellent communication, leadership, and stakeholder management skillsPassion for delivering exceptional customer experiences and developing peopleNice to HaveExperience with support platforms (e.g., Zendesk, Intercom, Salesforce Service Cloud)Background in process improvement methodologies (Lean, Six Sigma, or similar)Experience working in a growth‑stage or scaling organizationExperience working with third‑party service providers, including onshore and offshoreCompensation And BenefitsAnticipated starting annual salary: $110k‑$130kCompetitive benefits, including medical, dental, vision, life, and disability insurance options at affordable rates401(k) plan with employer matchFlexible and casual work environmentEmployee camping credit to encourage getting outdoors and experiencing our product!Location and Remote Policy While Campspot is a remote‑first company, priority will be given to candidates located near our Grand Rapids, MI headquarters who are interested in regular in‑person collaboration. Secondary consideration will be given to candidates who reside in US states where we currently have employees, including CO, IL, ME, MA, MI, NH, NY, NC, OR, TX, UT, VT, and VA. Candidates located outside of the states listed previously, or Canada, are not able to be considered at this time.Campspot Is a Motivated Team Of Outdoor Enthusiasts And Software Professionals With Decades Of Experience In The Campground And Outdoor Industry. We’re Looking To Grow With People Who Embody Our Culture Of Learning, Collaboration, And Innovation. Today Our Portfolio Includes Two Distinct But Synergistic ProductsCampspot Management Software (https://software.campspot.com/) is the leading provider of reservation management software and tools for campgrounds and RV parks. It revolutionized the industry through its proprietary technology, allowing park owners to increase revenue through its inventory optimization tool and site‑lock capabilities.The Campspot Marketplace (campspot.com and Campspot mobile app) is an online marketplace where travelers can find accommodations for their camping trips. Campspot’s inventory is 100% bookable and includes robust filters to help travelers customize their travel experience.#J-18808-Ljbffr