We are seeking a Director of Customer Support to completely modernize and professionalize our customer support operations. Reporting directly to the President, this role will be responsible for designing and executing a comprehensive support strategy that leverages AI, automation, and scalable processes to deliver world-class service. The ideal candidate will not only transform our ticket-based workflows into proactive, self-service-driven solutions but also foster a high-performance culture across our support organization.
This role is an on-site, in-office position based in the Orlando area near International Drive, minutes from I-4 and the Turnpike.
If you are applying from out of state, please note that you may be automatically rejected due to distance if relocation is not indicated on your resume.
About Us
:
Recently ranked #259 on the Inc 5000 fastest growing companies in the United States, Biller Genie is an award-winning B2B SaaS platform that helps businesses get paid faster. Based in Orlando, we are experiencing rapid growth and serve clients throughout the United States. Our technology is disrupting the payments and accounting industries. Visit www.billergenie.com to learn more.
Primary Job Responsibilities:
- Define and execute the global technical support strategy across all customer segments.
- Align KPIs with business goals: ticket deflection, time to resolution, NPS, CSAT, and product feedback loops.
- Own evaluation, implementation, and optimization of AI tools (e.g. Intercom Fin, AI chatbots, GPT-based workflows, knowledge base automation).
- Build scalable Tier 1–3 support operations with business hours coverage.
- Establish playbooks, SLAs, escalation protocols, and training programs.
- Leverage data analytics and CRM/CS tools to drive automation, process improvement, and insights.
- Hire, coach, and develop a team of technical support representatives and leads.
- Foster a high-performance culture rooted in accountability, empathy, and innovation.
- Act as the voice-of-customer to influence roadmap and surface product quality issues.
- Collaborate with CSMs, Sales, and Engineering to ensure top-tier support for strategic accounts.
Qualifications:
- 5+ years of experience leading technical support teams in B2B SaaS environments.
- Hands-on experience deploying AI/ML solutions in customer support (e.g. Intercom Fin, Zendesk AI, GPT integrations).
- Proven track record of scaling support operations to meet high-growth demands.
- Strong understanding of Salesforce and CRM-based support workflows.
- Analytical and metrics-driven with strong reporting and forecasting skills.
- Exceptional leadership, communication, and stakeholder management abilities.
Benefits:
- Comprehensive Medical, Dental, and Vision plans
- 401k with up to 4% company match
- Flexible, Unlimited Paid Time Off (PTO) policy
Our Mission:
To provide an automated A/R platform that seamlessly integrates existing business processes for the SMB market.
Our Core Values:
Get Shit Done Right- We work hard and ensure tasks are completed correctly and on time, every time.
Own it - We are subject matter experts who know what we know, and we are confident enough to speak up when we see something wrong.
Catch Up - We are high performers and love a fast-paced environment.
Believe in the Genie- We are passionate about where we are going as a team and we show we care.
Class Shines- We are articulate professionals who carry ourselves well and speak with purpose.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
