Director of Team Support
Posted
Description
Director of Team Support
Position Type: Full-time, M-F, 100% In-office (not remote)
Location: Blue Ash, OH
Position Summary
Soccer Village is seeking an experienced and strategic Director of Team Support to lead and elevate our customer care and Team Support operations. This individual will play a critical role in developing a high-performing support organization that delivers exceptional service to our customers, teams, and business partners.
The Director of Team Support will oversee the overall direction, performance, and continuous improvement of the department, ensuring that people, processes, and technology work together to create an outstanding customer experience. This role requires a strong leader who can develop and mentor management teams, use data to drive business decisions, streamline operations, and implement scalable solutions to support the company's continued growth.
Strategy & Policy Development
- Design and execute a multi-year support strategy aligned with broader company goals.
- Establish clear service standards, internal compliance guidelines, and standard operating procedures (SOPs).
- Build resilient, scalable frameworks to handle seasonal volume surges and multi-channel support demands.
Team Leadership & Management
- Provide direct leadership, mentorship, and career mapping for support managers and team leads.
- Cultivate a transparent, inclusive, and high-accountability team culture focused on continuous development.
- Oversee recruitment, onboarding pipelines, and training programs to keep the team updated and retain talent.
Performance & Data Analysis
- Define, track, and report on department-wide Key Performance Indicators (KPIs) like customer experience (CSAT), resolution (FCR), speed (FRT), and workload to make sure we are providing top-level customer service.
- Leverage data analytics to identify customer friction points and operational bottlenecks.
- Deliver comprehensive performance reviews to the leadership team.
- Translate raw ticket metrics into actionable customer feedback and business intelligence.
Escalation & Problem Solving
- Serve as the ultimate point of escalation for high-priority or highly sensitive customer and partner dilemmas.
- Diagnose systemic operational or supply chain failures and execute rapid, root-cause resolutions with sales and production departments
- Empower frontline teams with clear decision-making boundaries and training on how to de-escalate situations to resolve friction quickly.
Technology & Tools Implementation
- Evaluate, select, and integrate support infrastructure technologies (AI chatbots, ticketing systems for routing workflows).
- Automate repetitive workflows to maximize agent efficiency and lower overall cost-per-contact.
- Oversee the continuous maintenance of internal knowledge bases.
Customer Experience
- Map and optimize the end-to-end customer journey across all support touchpoints to reduce customer effort.
- Introduce proactive customer experience initiatives, including post-resolution follow-ups and satisfaction check-ins for high-value segments.
- Act as the internal advocate for the consumer, sharing qualitative user insights with sales and operations teams to drive business improvements.
- Benchmark support performance against global industry standards to ensure the company remains a leader in customer retention.
Qualification & Skills
- Education: Bachelor’s degree in Business Administration, Communications, or a related field preferred.
- Experience: 5+ years of experience in customer support or operations management, with at least 2+ years in a leadership or director-level role.
- Leadership: Track record of building and managing multi-tiered teams.
- Customer-Focused: Committed to delivering exceptional customer experiences and finding solutions that build lasting relationships.
- Data-Driven: Comfortable analyzing performance metrics and using insights to guide decisions and improvements.
- Effective Problem Solver: Able to navigate complex situations, resolve escalations, and identify opportunities for process improvement.
- Technical Savvy: Deep familiarity with enterprise service tools and data visualization platforms.
**We ask that recruitment agencies and third-party staffing firms refrain from contacting us regarding this position. We are managing this search internally and not seeking external assistance. Unsolicited resumes or inquiries from agencies will not be considered.