SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Cents is a venture-backed technology platform serving the $40+ billion laundry and dry cleaning industry. As Director of Support, you will lead the entire support organization across Cents and LaundroWorks, owning strategy, structure, staffing, tooling, budget, and all support performance metrics.
You will manage four support managers and their teams, including an offshore component, across four functions: Software Support, Install Support, Hardware Support, and a new Distributor Support channel you'll build from scratch. Distributors are central to growth, and establishing a focused support experience for that channel across both brands is a key early mandate.
Key responsibilities include: defining and executing world-class service standards for laundromat and dry-cleaning operators; developing your four direct-report managers into stronger leaders with clear ownership of their functions; standing up the Distributor Support function as a growth driver; raising execution standards on install timelines, first-time-fix rates, RMA processes, and cross-functional coordination; owning all support metrics (CSAT, NPS, response time, resolution SLAs, cost per contact, quality); building scalable capacity and coverage models leveraging offshore teams, AI-assisted deflection, and self-service; owning the support tooling strategy and budget to unify all four functions; and serving as the voice of the customer to Product and Engineering.
You are a strategic leader comfortable with both vision-setting and operational detail—you'll know the long-term roadmap and budget, but also what's in the queue this morning and why a customer is frustrated. You're relationship-oriented, collaborative, data-driven, and relentlessly focused on continuous improvement. Above all, you are a leader of people who develops managers into stronger leaders themselves, sets clear standards, coaches in the moment, and holds teams accountable to outcomes they help define.
The role is hybrid, with three in-office anchor days per week (Monday, Wednesday, Thursday) in the NYC office and remote flexibility on Tuesdays and Fridays.
Requirements:
- At least 5 years leading customer support or technical support teams
- At least 5 years of operational leadership experience (process design, workforce planning, budgeting, vendor management)
- Senior leadership experience managing managers; demonstrated track record of developing leaders who grew, got promoted, or took on more responsibility under you
- Hands-on recruiting, interviewing, and hiring experience
- Proven track record owning support metrics end-to-end (CSAT, NPS, response/resolution SLAs, cost per contact) and using data to drive decisions
- Experience selecting, implementing, and consolidating support tooling; familiarity with AI-assisted support, deflection, and self-service strategies
- Experience building and improving performance management initiatives through metrics and coaching
- Excellent written and verbal communication skills with presence to work with senior leadership and customers
- Customer-obsessed, roll-up-your-sleeves mindset and ability to operate in fast-paced, high-growth environments
- Strongly preferred: experience leading hardware, field service, install, or distributor/channel support; experience managing offshore or distributed teams
- B.A., B.S., or equivalent degree preferred but not required
