Director of Support

Mission

Lead and develop a high-performing Support team that delivers exceptional Member experiences while shaping the vision, technology, and processes for scalable, efficient service. Combine direct team leadership with self-service, automation, and continuous improvement to help Members get accurate, timely, and personal support.

Key Responsibilities:

Own the Support Experience Vision & Tool Stack Strategy

- Establish a clear support experience and tool stack strategy and roadmap that aligns with Buffini’s mission, Member needs, and business priorities. Review and update it quarterly.

- Define and implement experience standards across all support channels and ensure consistent adherence.

- Conduct quarterly reviews of support tools, using findings to develop and maintain a documented strategy for optimizing systems and workflows.

- Translate Member feedback and inquiry trends into measurable improvements through partnership with all internal departments.

- Oversee daily support operations, ensuring proper coverage and execution of core business initiatives.

Deliver Consistently Exceptional Member Support

- Achieve and maintain high Member satisfaction and consistent performance against service level agreements.

- Ensure timely first responses and efficient ticket resolution.

- Resolve escalations promptly, with clear ownership and proactive Member communication.

- Build a culture of accountability, servant leadership, continuous learning, and personal care for Members.

Improve Operational Efficiency

- Establish baseline completion times for core team processes, then streamline workflows to reduce completion times and improve operational efficiency.

- Coach the team to handle phone calls efficiently while providing thorough, personal support.

- Reduce call wrap-up time through effective processes and tools.

- Conduct quarterly workflow observations with each Client Care team member to identify opportunities to streamline processes and improve the use of Pilot AI and macros. Document actionable feedback and track progress.

- Increase the volume of inquiries handled per team member while maintaining service quality and Member satisfaction.

Build Effective Self-Service and Automated Support

- Launch automated self-service chat support that successfully resolves Member inquiries without agent involvement.

- Develop the Buffini Support Help Center Knowledgebase in Zendesk with complete product documentation.

- Establish content ownership, accuracy standards, and regular review cycles so knowledge stays current across Member and agent tools.

- Ensure inquiries requiring human support are routed to the appropriate team.

Recruit, Develop, and Retain Top Talent

- Use the Top Grading Interview Method to recruit high-caliber team members.

- Update scorecards quarterly for each team member, outlining key performance expectations.

- Conduct and document biweekly individual meetings with each team member to build strong working relationships, assess performance, maintain motivation, and set development goals.

- Maintain balanced workloads through equitable distribution of case volume across the team.

- Design and implement a monthly quality assurance program to evaluate phone, chat, and email interactions for every team member.

- Complete annual performance and compensation reviews for all Client Care team members.

Learn, Innovate, and Grow

- Set and achieve quarterly SMART goals that deliver measurable results, supporting the Client Success team’s initiatives and key business priorities.

- Partner with your supervisor to set and achieve personal SMART development goals, demonstrating progress in biweekly individual meetings.