Director of Support

Director of Support

We're looking for a Director of Support who can jump in, see what's working, what's not, and help us rebuild the right way. This isn't a maintenance job. It's a hands-on, fix and build role for someone who can balance solving problems today with setting us up for long-term success. You'll work closely with the VP of Customer Success to shape how Support runs across people, processes, and systems. The right person moves fast, asks questions, and isn't afraid to challenge how things have always been done.

Base Salary : $120,000 - $130,000

What you'll do :

• Review our current Support structure, case flow, and metrics. You'll identify what's working and what needs to be rebuilt.
• Redesign the framework for ownership, escalation, and RCA tracking across Tier 1 and Tier 2.
• Strengthen and enhance the KPIs and scorecards already in progress to show performance and progress clearly.
• Manage Tier 1 and Tier 2 teams with a focus on ownership, speed, and quality.
• Build consistent 1 : 1 and QA rhythms that grow accountability.
• Foster a team that learns fast, speaks up, and owns outcomes.
• Lead a Case Layout Optimization project to make the team's daily work faster and cleaner.
• Evaluate whether we stay on Service Cloud or move to a dedicated support platform. Present a clear recommendation with pros, cons, and milestones.
• Launch automation and AI projects that reduce repetitive work and improve first responses.
• Build out the knowledge base to power deflection and faster answers.
• Use data, sentiment, and trends to pinpoint issues and improve training and process.
• Make sure every customer interaction feels clear, fast, and human.
• Keep our CSAT average at 4.8 or higher as survey coverage expands.
• Feed root cause and customer insights back into Product and Engineering so we keep getting better.
• Build a motivated team culture grounded in accountability and progress.
• Create a Support Highlights or Leaderboard program to celebrate wins and showcase performance.
• Be a thought partner to the VP of Customer Experience on system design, quality, and efficiency.

What we look for :

What we offer :

About Blackthorn

We have four native apps on the Salesforce AppExchange for managing Events, collecting Payments, sending Messages, and protecting Data. We're a growing, distributed team with teammates in countries across the world. We move fast and have a significant structure in our product build process. Everyone on our team has deep experience within their respective roles. Our customers span from 1-person companies to Fortune 500s.

Why is our work important

Our apps continue to be easy to use and setup, due to continuous refinements with our UX. Most apps in our space take weeks to implement; ours take hours, and they work more flexibly, achieving significantly more functionality than our competitors. We believe enterprise apps should be as easy to use as consumer mobile apps.

What the job will bring you

A deep level of satisfaction through ownership of your role. You'll get more autonomy than at other companies (our team has told us). Connection. Our team is tightly knit, assisted through our annual company trip (as we're remote). Challenge. We're trying to move as quick as possible. This is not for you if you want to sit back and chill. As Ray Dalio says about life : "Meaningful work and meaningful relationships" provide meaning to life. We aim to bring this.

While we are a Remote first culture we are currently only able to accept applicants in AZ, CA, CO, FL, GA, IL, KY, MD, MI, MN, MO, MT, NC, NH, NJ, NY, OH, PA, SC, SD, TX, VA, WA, and WI