Director, Customer Support

About PayRange

PayRange 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 Role

We 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 Overview

Leadership & Team Development

• Lead and develop high-performing global support teams across multiple geographies and time zones
• Set clear performance expectations, KPIs, and accountability frameworks
• Coach and mentor managers and team leads to build a strong leadership bench
• Foster a customer-first culture with high standards of execution and ownership

Support Operations & Execution

• Own day-to-day support operations including queues, escalations, prioritization, and SLA performance
• Oversee ticketing workflows, workforce planning, and support tooling optimization
• Ensure consistent, high-quality support across both B2C and B2B segments
• Drive operational efficiency and scalability across support functions

Technical & Cross-Functional Collaboration

• Partner closely with Product and Engineering on Tier 3 escalations, root-cause analysis, and issue resolution
• Lead coordination of technical support services and ensure alignment across internal teams
• Translate technical issues into actionable insights for non-technical stakeholders

Process Improvement & Strategy

• Use data and analytics to identify trends, reduce ticket volume, and improve resolution times
• Develop and implement scalable processes, SOPs, and support playbooks
• Drive continuous improvement initiatives to enhance customer experience and operational performance
• Lead strategic planning for support as the company scales

Customer Experience & Business Impact

• Partner with internal and external stakeholders to support customer retention and growth
• Deliver regular reporting on KPIs, trends, and performance improvements
• Ensure a consistent, high-quality customer experience across all touchpoints

What We're Looking For

• 7+ years of experience in customer support, technical support, or support operations
• 3-5+ years of leadership experience managing large, global teams (30+ preferred)
• Strong technical acumen with experience in complex, product-driven environments
• Proven ability to improve support performance through data, process, and team development
• Experience working cross-functionally with Product and Engineering teams
• Strong analytical and problem-solving skills with the ability to turn data into actionable insights
• Excellent communication and organizational skills
• Experience supporting both B2C and B2B customers preferred
• Familiarity with modern support tools (e.g., Zendesk, telephony systems, QA tools, workforce management)