Director of Customer Support

Overview

SmartMoving is a fast-growing SaaS platform purpose-built for the moving industry. We serve independent moving companies and large franchise networks across the U.S. and Canada. Our customers are operators who run physically demanding, high-stakes businesses and depend on software that works for them every single day.

Our customers are hands-on operators who care deeply about their crews, their customers, and running a tight business. Many of them have a healthy wariness about technology and automation — they want software that works simply and support that feels human and capable when they need it. That reality shapes everything about how we build and run our support function, and the right leader for this role will take that context seriously.

The Opportunit

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SmartMoving is at an inflection point in how we support customers. We have tooling, team members, and processes in place, and we are ready to level them up in a significant way. The incoming Director of Support will inherit a function with real bones and will have the mandate and the influence to reshape it into something genuinely great.

This is a hands-on leadership role. The right person will be comfortable in the weeds, engaged with the day-to-day realities of the team, and ready to make a real mark on how SmartMoving delivers to customers. You will not be inheriting a finished product. You will be stepping into something with momentum and helping take it to a higher level.

We are also pursuing advanced levels of data compliance for our customers. The Director of Support will be a key stakeholder in ensuring the support function meets compliance requirements for that segment, including dedicated support workflows and isolated, compliant tooling.

What You'll Own

Support Model Design and Execution

• Assess the current support model and lead a meaningful rebuild tier structure, SLAs, escalation paths, coverage model, and quality standards
• Own CSAT,