{"id":1998581,"url":"https://alion.io/job/smart-care-solutions-director-customer-support","title":"Director, Customer Support","company":{"id":3128354,"name":"Smart Care","domain":"smartcaresolutions.com","url":"https://alion.io/company/smart-care-solutions","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":98,"open_postings":16,"ghost_share":0,"stale_share":0.063,"repost_share":0,"time_to_fill_p50_days":47,"computed_at":"2026-10-25T05:49:26Z"}},"role":"HR","role_family":"HR","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Fishers, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":138000,"max_usd":276000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1219},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-09-22T00:00:00Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-10-23T08:30:58Z","board_verified":false,"closed_at":"2026-10-23T08:30:58Z","days_open":31,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":31},"description":"The Director of Customer Support is responsible for leading Smart Care's centralized Customer Operations organization, overseeing Customer Service, Dispatch, Workforce Management, Quality Assurance, and Customer Escalation functions.\nThis leader is accountable for delivering a consistent, world-class customer experience while driving operational excellence across every customer interaction.\nReporting to the Vice President - Field Support, the Director leads a diverse organization of onshore and offshore team members responsible for supporting customers throughout the service lifecycle, from initial service request through technician dispatch, service completion, and issue resolution.\nThis role develops and executes customer service strategies that improve customer satisfaction, employee engagement, operational efficiency, and business performance through process improvement, technology innovation, workforce optimization, and data-driven decision-making.\nScope\nThe Director provides strategic and operational leadership for:\nCustomer Service Contact Center\n\nNational Dispatch Operations\n\nCustomer Support Workforce Management (Forecasting, Scheduling, Capacity Planning)\n\nQuality Assurance & Performance Management\n\nExecutive Customer Escalations\n\nCustomer Communications\n\nCustomer Experience (CX) Programs\n\nCustomer Operations Reporting & Analytics\n\nOffshore Business Process Outsourcing (BPO) Partners\n\nPrimary Responsibilities\nCustomer Experience Leadership\nDevelop and execute the enterprise Customer Experience strategy.\n\nChampion a customer-first culture that prioritizes responsiveness, ownership, transparency, and service excellence.\n\nLead Voice of the Customer initiatives utilizing customer feedback, CSAT, NPS, Customer Effort Score (CES), and customer insights to drive continuous improvement.\n\nEstablish service standards and customer communication expectations across all customer-facing teams.\n\nServe as executive sponsor for high-profile customer issues and service recovery efforts.\n\nCustomer Service Operations\nLead all centralized customer service operations supporting customers across the US.\n\nEnsure consistent execution of service request intake, work order creation, service scheduling, customer communication, and issue resolution.\n\nDrive continuous improvement in customer responsiveness, first-contact resolution, and overall service quality.\n\nEvolve operating rhythms, daily performance management, and standardized operating procedures.\n\nDispatch Operations\nProvide strategic oversight of national dispatch operations.\n\nOptimize technician scheduling and resource allocation while balancing customer expectations, technician productivity, travel efficiency, and contractual service level agreements.\n\nDevelop dispatch strategies that maximize technician utilization while reducing response times and improving first-time fix rates.\n\nPartner closely with Regional Operations leaders to continuously improve field execution.\n\nWorkforce Management\nOversee workforce planning, forecasting, scheduling, staffing models, and capacity planning across all customer support functions.\n\nDevelop staffing strategies that effectively leverage both onshore and offshore resources.\n\nEnsure workforce plans support seasonal demand, customer growth, and changing business needs.\n\nImprove schedule adherence, productivity, and overall workforce efficiency.\n\nQuality Assurance, Training, & Continuous Improvement\nDevelop onboarding programs that accelerate new hire productivity.\n\nCreate ongoing learning and development programs for customer service, dispatch, and leadership teams.\n\nEstablish and lead enterprise Quality Assurance programs across customer service and dispatch operations.\n\nDevelop quality scorecards, coaching standards, calibration programs, and performance audits.\n\nUtilize quality insights to improve customer interactions, reduce errors, and increase consistency.\n\nLead continuous improvement initiatives to simplify processes and eliminate waste.\n\nCustomer Escalation Management\nLead executive customer escalation processes for strategic and high-impact customer issues.\n\nDevelop standardized escalation procedures and governance.\n\nAnalyze root causes and implement corrective actions to prevent recurring issues.\n\nPartner with Sales, Operations, and Executive Leadership to strengthen key customer relationships.\n\nTechnology & Digital Transformation\nPartner with Information Technology to implement technology solutions that enhance both the customer and employee experience.\n\nLead modernization initiatives involving AI-enabled customer support, workforce management solutions, and customer self-service capabilities.\n\nIdentify automation opportunities that reduce manual work, improve accuracy, and accelerate response times.\n\nUtilize analytics and AI to drive predictive insights and operational improvements.\n\nLeadership & Talent Development\nLead, mentor, and develop managers, supervisors, and team leaders across multiple customer operations functions.\n\nFoster a culture of accountability, collaboration, innovation, and continuous improvement.\n\nBuild leadership succession plans and high-performing teams capable of supporting organizational growth.\n\nLead both internal teams and outsourced partners to achieve consistent performance expectations.\n\nPerformance & Business Results\nDevelop and maintain executive dashboards and performance reporting focused on operational health, customer outcomes, and continuous improvement.\nKey performance indicators include:\nCustomer Satisfaction (CSAT)\n\nNet Promoter Score (NPS)\n\nCustomer Effort Score (CES)\n\nSpeed to Answer\n\nService Level Achievement\n\nEmail Response Time\n\nCall Abandonment Rate\n\nSchedule Compliance\n\nTechnician Utilization Support\n\nQuality Assurance Scores\n\nEmployee Engagement\n\nAttrition & Retention\n\nProductivity\n\nSLA Performance\n\nCross-Functional Leadership\nPartner closely with cross-functional teams including Field Operations, Sales, Marketing, IT, Supply Chain, and training, to align customer support capabilities with business objectives and deliver a seamless end-to-end customer experience.\n About Smart Care\nSmart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.\nSmart Care is an Equal Employment Opportunity/AffirmativeAction Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care’s application or hiring process due to a disability, please contact the Human Resources department at .","description_format":"text","description_chars":6986,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Food & Beverages","Manufacturing","Maintenance, Repair & Operations (MRO)"],"lifecycle":[{"event":"open","at":"2026-10-07T10:10:08Z"},{"event":"close","at":"2026-10-23T08:30:58Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/smart-care-solutions-director-customer-support","json_url":"https://alion.io/job/smart-care-solutions-director-customer-support.json","meta":{"generated_at":"2026-10-26T00:26:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":527,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3128354},"rest":"https://alion.io/mcp/rest/get_company?id=3128354"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsmart-care-solutions-director-customer-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsmart-care-solutions-director-customer-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsmart-care-solutions-director-customer-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/smart-care-solutions-director-customer-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsmart-care-solutions-director-customer-support"}]}