CAREERSFORGE / YOUR NEXT MOVE
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Readiness · Getting started
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PRIVATE, IN-BROWSER TOOL
Decode a Rejection Email
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Wording found in the email
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Three practical next steps
60-SECOND CLARITY ROUND
Spot the Red Flag
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Choose the wording that needs a follow-up question. Clear scope, documented onboarding, and reasonable boundaries are useful context too.
Use the explanation as a conversation starter, not as a verdict on a company.
Quick Start: How Ignis Works
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1. Build or Scan
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2. Train Your Focus
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3. Consult Ignis
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Your next step with Ignis
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Readiness labels summarize recorded practice. They are planning cues, not hiring predictions or a measure of job suitability.
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Open Interview Practice →Top matched roles
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Activity mix
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Daily Confidence Pill
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TODAY’S CHALLENGE
One small practice, chosen for today
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Brain Training
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YOUR ROLE, YOUR NEXT MOVE
Job Radar
Explore published opportunities, filter by your priorities, and open a listing to review its requirements and apply. Choose “Open match details in Workspace” to compare your analyzed resume with the role and plan your next step.
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1,417 jobs found · Showing 1–12
ROLE MATCH
Director of Customer Support at Tekmetric
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{"title":"Director of Customer Support at Tekmetric","requirements":["Required","8+ years of experience in customer support or contact center operations, with 5+ years leading managers or a multi-tier support organization","Hands-on experience with support platforms such as Salesforce, Zendesk, Intercom, or similar","Experience with QA and conversation intelligence tools such as Gong"],"description":"About Tekmetric\nTekmetric is the all-in-one, cloud-based software helping auto repair shops run smarter, grow faster, and serve customers better. \nBuilt by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably.\nOfficially founded in Houston in 2017, Tekmetric has grown from a single shop\u2019s vision to the industry\u2019s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. \nBut we\u2019re not just building shop management software. We\u2019re building a movement. We\u2019re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time.\nCome build with us. Join the journey. Shape the future of auto repair.\nWorking the Tekmetric Way\nAt Tekmetric, we\u2019re building a culture where winning matters - not for ego, but because when our customers win, we win together. \nWe move fast, stay curious, and take full ownership of our results \u2014 no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you\u2019ll feel right at home here.\nWe\u2019re direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager\u2019s). This is a place for builders, not bystanders.\nSuccess here takes focus, follow-through, and a willingness to roll up your sleeves \u2014 but if you\u2019re driven by meaningful work and real results, it\u2019s deeply rewarding. You\u2019ll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you\u2019ll thrive. If that energizes you, we can\u2019t wait to meet you.\nWhere We Work: At Tekmetric, great work happens anywhere, but great teams are built through intentional connection. We offer hybrid and remote work models based on your proximity to our office hubs. Because we value in-person collaboration, travel is an expected part of every role. We come together several times a year for team and company-wide offsites to align on goals and strengthen relationships. Attendance at these events is expected and fully supported.\nAbout the Role\nWe are looking for a Director of Customer Support to own the quality, efficiency, and people strategy of our customer support organization. This is a high-impact leadership role responsible for customer satisfaction and quality assurance across every support channel and every tier (Tier 1\u20133), while building the team, processes, and metrics that allow support to scale with a growing SaaS business.\nOur customers depend on our platform to run their businesses every day, and support is often where they decide whether they trust us. You will lead the full support organization across phone, chat, email, and AI-assisted channels, setting one consistent standard of quality and building\/maintaining the programs to measure, coach, and sustain it. You will lead managers and team leads, shape the structure and career paths of the team, and be accountable for the experience customers have every time they reach out.\nYou will set the standard for what great support looks like, hold the organization accountable to it, and develop the leaders and agents who deliver it. Support Operations owns the systems, data, forecasting models, and process infrastructure behind that work. You will partner closely, bringing Ops prioritized improvement ideas and the data to back them, and Ops will turn them into roadmap delivery. This role is built for someone who is equally comfortable coaching a frontline agent, presenting KPIs to executives, and partnering with Product and Engineering to fix root causes.\nIn your first year, you will:\n\nEstablish a unified QA and customer satisfaction framework that applies consistently across all channels and tiers\nImprove CSAT and resolution quality while holding or improving efficiency metrics such as FCR, TTR, and SLA adherence\nDefine clear career paths, training programs, and coaching practices that strengthen retention and internal promotion\nPartner with Product, Engineering, and Customer Success to turn support insights into fixes that reduce contact volume\nWork with Operations to refine the forecasting, staffing, and reporting rhythm that lets leadership see support performance clearly and plan with confidence\n\nYou will report to executive leadership and work cross-functionally in a fast-paced, remote-first environment where support is treated as a strategic driver of retention and growth, not a cost center.\nKey Responsibilities\nQuality \u0026amp; Customer Satisfaction\n\nOwn customer satisfaction outcomes (CSAT, NPS) across all support channels, including phone, chat, email, and AI-assisted interactions\nDesign, run, and continuously improve the QA program for Tier 1, Tier 2, and Tier 3, with consistent scorecards, calibration sessions, and sampling methodology\nEnsure quality standards are applied consistently across channels and tiers, and that QA findings drive coaching, training, and process changes\nReview customer feedback, low-CSAT interactions, and escalations to identify trends and drive corrective action\nEstablish quality benchmarks and hold managers and team leads accountable for results\nEvaluate and improve the quality of AI and automation-handled interactions alongside human-handled contacts\n\nEfficiency \u0026amp; Operations\n\nOwn operational efficiency metrics including FCR, AHT, TTR, SLA adherence, backlog, and cost per contact\nPartner with Support Operations on forecasting, staffing, scheduling, and capacity planning to meet service levels\nIdentify and lead initiatives that reduce handle time, increase deflection and self-service, and improve resolution rates without sacrificing quality\nDefine and maintain escalation paths, tier definitions, and handoff processes between Tier 1, Tier 2, and Tier 3\nEvaluate and provide feedback on gaps in the support tech stack, including ticketing, telephony, QA, knowledge base, and AI tools\n\nPeople Development \u0026amp; Career Pathing\n\nHire, onboard, and retain a high-performing support organization, including Managers, Team Leads, and frontline agents\nBuild clear career paths and role definitions from Tier 1 through leadership, including promotion criteria, skill matrices, and development plans\nLead coaching and performance management practices, equipping managers to give consistent, data-driven feedback\nOwn the training strategy, including new-hire onboarding, product and tool training, soft-skills development, and ongoing upskilling\nFoster a culture of accountability, engagement, and recognition; monitor team health, attrition, and morale\n\nStrategy, Leadership \u0026amp; Cross-Functional Partnership\n\nDevelop and execute the customer support strategy and multi-year roadmap in alignment with company goals\nOwn headcount planning and organizational design around forecasted needs \nServe as the voice of the customer, translating support trends and root-cause insights into actionable recommendations for Product, Engineering, Customer Success, and Sales\nPartner with Engineering on Tier 3 escalations, bug triage, and incident communication\nDeliver regular performance reporting and data-driven recommendations to executive leadership\nInform where there are gaps in the knowledge base and support documentation, and champion self-service resources\nLead the team through change, including product launches, customer incidents, and periods of rapid growth\n\nQualifications\nRequired\n\n8+ years of experience in customer support or contact center operations, with 5+ years leading managers or a multi-tier support organization\nProven track record improving CSAT and quality through a structured QA program\nExperience managing support across multiple channels (phone, chat, email) and tiers (Tier 1\u20133)\nDemonstrated success building career paths, training programs, and coaching frameworks that improve retention and performance\nStrong analytical skills with experience using KPIs and dashboards to drive decisions\nExperience managing a department including headcount plan, and forecasting\nHands-on experience with support platforms such as Salesforce, Zendesk, Intercom, or similar\nExceptional communication and executive presence, with the ability to translate operational data into leadership-ready insights\nBackground in SaaS or technology-sector support organizations\n\nPreferred\n\nExperience implementing or optimizing AI and automation in support (chatbots, deflection, AI-assisted QA)\nExperience with QA and conversation intelligence tools such as Gong\nExperience scaling a support team through rapid growth\nFamiliarity with automotive or other vertical SaaS industries\n\nWhy You\u0027ll Love Working With Us\nHealth \u0026amp; Wellness That Have You Covered:\n\nEnjoy the flexibility of remote work\nCompetitive base salaries that reflect your value.\nFlexible PTO \u2014 No set number of days, just the trust to take the time you need. We genuinely encourage our team to disconnect and recharge.\nSupport for every stage of life\u2014with paid maternity, parental bonding, and medical leave for you or your loved ones.\nComprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.\nPrioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.\n\nInvesting in Your Future (and Present):\n\n401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.\nFlexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.\nLife and Accidental Death \u0026amp; Dismemberment (AD\u0026amp;D) Insurance for added peace of mind.\nWellness on your terms: get up to $60\/month toward fitness, mental health, or almost anything that helps you feel your best.\nAfter one year of employment, enjoy a $300 home office setup bonus to help make your space work for you. \nKeep growing with support for continuing education - we\u2019re invested in your development.\n\nMost importantly, we have a stellar team, a whole lot of fun, and work that actually matters to the shops and families we serve!\n\nTekmetric is an equal opportunity employer. We hire hard-working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful.\nWe will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.\nTekmetric will never ask for your personal financial or banking information or require any financial commitment as part of our candidate search or application process. No job offers will be made without a formal interview process. All legitimate Tekmetric job postings are listed at tekmetric.com\/careers. Recruiter communications come from @tekmetric.com email addresses. Please visit this link for further information Fraudulent Job Offers"}0%
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- Required
- 8+ years of experience in customer support or contact center operations, with 5+ years leading managers or a multi-tier support organization
- Hands-on experience with support platforms such as Salesforce, Zendesk, Intercom, or similar
- Experience with QA and conversation intelligence tools such as Gong
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