Director, Customer Support

Job DetailsJob Location: Service Lane eAdvisor - Troy, MI 48084Location: Troy, MI  About Vehlo We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology. Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We’re out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable —just ask our over 30,000 customers, who generate more than 50M annual repair orders. At Vehlo, our only purpose is your success, and together, we’re reaching your goals faster than ever. Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other.  About the Role: The Director of Customer Support will own the end-to-end support experience for our dealership customers across the Service Drive and Recon portfolios — from front-line ticket resolution to strategic escalation management. This is a hands-on leadership role for someone who can build scalable processes, drive measurable efficiency gains, and instill a metrics-driven culture, all while ensuring dealership service lanes experience minimal disruption and maximum value from our platform. You'll operate in a fast-paced, results-oriented environment where operational excellence, EBITDA-conscious decision-making, and continuous improvement are core to how we work. You’ll join the organization with a mandate to build and transform the team so that every support team member is focused on the complex, high-value interactions that require real expertise, judgment, and relationship depth — while AI agents handle the rest. You won't just be managing queues and SLAs. You'll be crafting Vehlo’s AI support strategy – building agents, AI voice channels, and scaling your team's ability to identify and convert Customer Success Qualified Leads at every touchpoint — continuing to scale support as a core growth engine, making our world-class service a competitive differentiator. You'll make customers feel like they have brilliant, always-on tech support, and you'll be the leader who made that possible — not by replacing great people, but by accelerating them and enabling them to be extraordinary. Key Responsibilities: Leadership & Strategy Build, lead, and scale a multi-tier support organization (Tier 1–3, escalations, technical support) across shifts/geographies as needed to support dealership hours of operation Define and execute the customer support strategy aligned with company growth objectives, including integration of acquired businesses' support functions Serve as leadership sponsor for major accounts and escalated issues, partnering with Sales, Customer Success, and Product Operational Excellence Own key support KPIs: CSAT, NPS, first-response time, resolution time, ticket backlog, escalation rate, and cost-per-ticket Build and continuously optimize support workflows, tooling (helpdesk/CRM platforms), knowledge base, and self-service resources to improve efficiency and reduce cost-to-serve Implement tiered support models, staffing forecasts, and workforce management practices to balance service quality with labor cost Develop dashboards and reporting cadences for executive leadership on support performance, cost trends, and customer health Identify and execute cost-optimization and productivity initiatives (automation, AI-assisted support tools, offshoring/outsourcing evaluation where appropriate) Customer & Product Partnership Build deep expertise in dealership service lane workflows (RO management, multi-point inspections, technician workflows, parts/labor, CRM/DMS integrations) to ensure support reflects real-world dealership operations Serve as the voice of the customer, feeding structured insights to Product and Engineering on recurring issues, feature gaps, and reliability concerns Develop escalation protocols for high-severity/downtime issues that directly impact dealership service lane operations (a critical concern given revenue-generating, time-sensitive workflows) Team Development Recruit, coach, and develop support managers and front-line leaders; build career pathing and training programs Establish a performance management culture with clear accountability, coaching, and recognition frameworks Foster a culture of ownership, urgency, and customer empathy appropriate to a high-stakes, real-time service environment Travel Requirement: Less than 10% Duties, responsibilities, and activities may change at any time with or without notice, in accordance with applicable laws.  QualificationsWhat You’ll Need: Bachelor's degree required 10+ years in customer support/service leadership, with 5+ years managing multi-tiered support organizations of 25+ FTEs in both remote and onsite call center environments. Experience in a PE-owned, private equity-backed, or high-growth SaaS environment strongly preferred with track record of scaling support operation Deep fluency with support tooling (Zendesk, Salesforce Service Cloud, Intercom, or similar) and support analytics Experience implementing AI/automation in support workflows (chatbots, ticket deflection, agent assist tools) Proven ability to manage 24/7 or extended-hours support models aligned to dealership operating hours Excellent communication skills Automotive, dealership, fixed-ops, DMS, or adjacent vertical SaaS experience strongly preferred   Eligible employees may receive:  Medical, dental, vision, and life insurance   401(k) with company match   Paid time off and holidays   Compensation is based on experience, knowledge, and skills and represents a good faith estimate in accordance with applicable laws.  Work Environment & Physical Requirements:  This role may be performed in a remote, hybrid, or office-based environment depending on business needs.  Ability to remain in a stationary position (sitting or standing) for extended periods   Ability to operate a computer and standard office equipment (e.g., keyboard, mouse, headset)   Ability to view and interpret information on a computer screen for extended periods   Ability to communicate effectively via phone, video, and written communication   Ability to participate in virtual meetings with or without reasonable accommodation   Additional Information:  Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.   Employment may be contingent upon a background check in accordance with applicable laws.     Note: This job description is intended to outline the general responsibilities and requirements of the role. It is not an exhaustive list of all duties, tasks, or responsibilities that may be required. Responsibilities and priorities may evolve over time, and the company reserves the right to make changes at any time with or without notice.   Vehlo is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Vehlo makes hiring decisions based solely on qualifications, merit, and business needs at the time.