Reflex Media, Inc.
Director of Customer Support
5 days ago
Las Vegas
Job Description Location: Las Vegas, NV (In-office role - Relocation assistance provided for the right candidate). About the Role The Director of Customer Support is a hands-on leader and builder who will transform our Support function into a scalable, tech-driven operation. You’ll own daily execution while shaping how the team grows — leading frontline service, moderation, escalations, quality, fraud, and payments. The right candidate combines operational depth with the vision to modernize workflows, leverage AI and automation, and build a high-performing, adaptable team. This is not a call center role; it’s an opportunity to lead support in a fast-paced, technology-focused environment. Who You Are You’re an ambitious support leader ready for a bigger challenge. You’ve successfully led teams, improved performance, and delivered measurable results — and now you want the opportunity to build, scale, and strengthen a support function. You’re not content to maintain the status quo; you want to make support faster, smarter, and more effective, while bringing the insight that helps shape how the function evolves. You bring: • Proven leadership experience: 3–5+ years managing support teams with clear, measurable improvements in KPIs (CSAT, response times, resolution rates, cost per ticket, etc.), • Hands-on AI and automation skills: direct experience experimenting with and implementing tools, with an understanding of how to integrate them into workflows, • A builder’s mindset: you thrive in evolving environments, take initiative, and get excited about creating processes that scale, • Change management experience: proven ability to lead transitions such as implementing new systems, restructuring teams, or managing vendors, • Data fluency: you live in dashboards, rely on metrics to guide decisions, and can tell the story behind the numbers, • People leadership: skilled at hiring, coaching, giving direct feedback, and holding teams accountable while maintaining morale, • Cross-functional collaboration: comfortable working with Product, Engineering, and Data teams to solve problems and influence outcomes, • Leading the transition of operations in-house while maintaining (or improving) service quality, • Driving efficiency through smart automation that reduces costs and scales capacity, • Seeing support metrics climb because of the systems you’ve built, • Equipping your team with AI tools that cut resolution times in half, • Partnering with Product to address root causes of escalations, • Building training and QA programs that actually work, • Being a strong customer advocate whose insights shape product direction What You’ll Do Team Leadership and Accountability • Lead a diverse team across frontline service, member reports, moderation, escalations, quality, fraud, and payments, • Set clear expectations, coach for performance, and build a culture of accountability, adaptability, and continuous improvement, • Stay close to the work: review queues, step into high-impact cases, and remove blockers for your team, • Ensure accurate triage, tagging, and escalations to maintain consistently high service standards, • Build and maintain training programs that get new hires productive quickly and keep the team sharp, • Strengthen quality assurance through structured reviews, calibration, and actionable feedback, • Drive root-cause analysis to prevent recurring issues and reduce rework, • Use support-platform data and automation insights to track performance and streamline workflows, • Partner with the data team to ensure visibility and accountability across the organization, • Drive adoption of AI and automation to improve speed, accuracy, and efficiency with measurable results, • Lead the shift of support work from our overseas partner to the Las Vegas team, ensuring continuity of service, • Hire and develop the Las Vegas team to take on expanded responsibilities with a stronger focus on quality and alignment, • Maintain positive vendor relationships while managing transition milestones and knowledge transfer, • Establish new performance metrics and implement forward-thinking processes that improve efficiency and accountability, • Apply automation to reduce reliance on contractors and build a scalable, modern operation, • Bachelor’s degree preferred (we value results and aptitude over credentials), • 5+ years of experience in customer support, operations, or a related field, • 3+ years of leadership experience managing teams and owning performance outcomes, • Proven ability to balance hands-on operational work with broader team leadership and accountability, • Strong knowledge of support operations, including frontline service, member reports, moderation, escalations, quality assurance, fraud, and payments, • Demonstrated success in building training programs, implementing process improvements, and driving measurable results, • Hands-on experience with AI and automation tools that enhance support operations, with proven ability to integrate them into daily workflows, • Experience leading change or transitions, such as restructuring teams, winding down vendors, or implementing new systems, • Proficient in support platforms and reporting tools, with the ability to monitor metrics and use data to drive decisions, • Strong cross-functional collaboration skills, with experience working alongside Product, Engineering, or related teams, • Excellent communication and interpersonal skills, with the ability to set expectations, deliver feedback, and influence at multiple levels of the organization, • Direct experience with Freshdesk or a similar support platform, • Vendor management experience, including working with third-party providers or outsourced teams, • Experience transitioning operations in-house or reshaping support models, • Background in fraud prevention, payment operations, or online platform support, • Experience scaling teams or reshaping workflows in lean, high-growth environments, • Track record of measurable cost savings through automation or process improvements, • Experience influencing product roadmaps or 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