Job Description
Overview
Cut+Dry is looking for a Director of Support Operations to lead and scale our customer support organization. This is a senior, hands-on leadership role for someone who has built support systems before — not just managed queues. You’ll own the people, processes, tooling, and operating model that power customer support, while partnering closely with Engineering, Product, and Operations. The ideal candidate has a technical or engineering background, experience building and leading teams, and a strong instinct for turning complex, fast-moving environments into durable, repeatable systems.
What You’ll Do
- Own Support Operations End-to-End: Design and own the support operating model, including tiering, escalation paths, SLAs, and success metrics
- Build scalable workflows that balance speed, quality, and long-term system health
- Continuously improve how support functions as the company grows in customer count and complexity
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