*This is a full-time, exempt, hybrid role based in one of our active markets, with a regular weekly in-office presence to support collaboration, relationship-building, and effective team leadership. 

Role Overview 

The Director, Customer Support Operations leads the strategy, performance, and day-to-day execution of our customer and partner support function. This role oversees the team responsible for intake, case management, issue resolution, and ongoing support, ensuring that customers receive high-quality, equitable, and reliable service. 

This leader is also responsible for evaluating, implementing, and optimizing the tools and systems that power customer support, working closely with Product, Engineering, and Data teams to ensure technology enables service delivery. 

What Success Looks Like 

This role offers the opportunity to build and strengthen the foundation of our customer support operations as we scale. Success will look like: 

• Clear, consistent service standards and escalation paths that create confidence for frontline teams and partners 
• Support systems and workflows that enable reliable, high-quality service across markets 
• Meaningful visibility into support performance through metrics that inform decisions and improvements 
• Reduced operational friction for teams through clearer ownership, processes, and tools 
• A stronger feedback loop between Customer Support and Product that addresses root causes, not just symptoms 

Key Responsibilities 

Customer Support Leadership 

• Own the end-to-end customer and partner support experience, from initial intake through resolution and follow-up 
• Establish clear service standards, response times, escalation paths, and quality benchmarks 
• Ensure support services are delivered with empathy, dignity, and cultural competence 

Team Leadership & Workforce Management 

• Define staffing models, scheduling, and performance expectations aligned to service demand (9am – 5pm local time coverage needed nationwide) 
• Manage, train, and develop a team of highly motivated individuals across our distributed city network 
• Foster a culture of accountability, learning, and continuous improvement 
• Lead budgeting, forecasting, and resource planning for Support operations 

Tooling, Systems & Technology Enablement 

• Evaluate, select, and continuously improve support tooling, including CRM, case management, and ticketing platforms 
• Partner closely with Product and Engineering teams to influence product roadmaps based on frontline support insights 
• Communicate customer operational needs with clarity, ensuring Product and Engineering teams have what they need to deliver effective solutions 
• Ensure tools and workflows scale with organizational growth while maintaining service quality 

Performance Management & Quality Assurance 

• Define and track actionable support metrics (e.g., response time, resolution time, backlog, satisfaction) 
• Implement quality assurance frameworks and coaching programs to improve consistency and effectiveness 
• Use data and qualitative insights to identify root causes and drive improvements 

Qualifications 

Required 

• 7+ years of experience in operations, customer support, community services, or related fields, including people leadership 
• Prior experience working at a technology company or in a tech-enabled organization with close Product partnership 
• Demonstrated experience evaluating, implementing, and optimizing support or CRM tooling 
• Strong operational and analytical skills, with experience managing service-level metrics 
• Excellent communication and cross-functional collaboration skills 

Preferred 

• Experience partnering directly with Product and Engineering teams on roadmap and feature development 
• Experience scaling customer support operations, including workforce planning 
• Experience leading teams operating in emotionally intense or high-stress environments 

What We Offer 

Housing Connector offers a comprehensive benefits package designed to support employee well-being, equity, and professional growth, including: 

• Comprehensive Health Coverage: Medical, dental, and vision plans. We pay 100% of employee premiums and 50% of partner/dependent premiums 
• Generous Paid Time Off: 22+ days of PTO in your first year, plus dedicated Community Service Leave 
• Extensive Holiday Schedule: Includes a full week off in December 
• Paid Parental Leave: Supportive leave options for growing families 
• Employee Assistance Program (EAP): Confidential resources for personal and professional support 
• Life Insurance: Financial protection for you and your loved ones 
• Flexible Spending Accounts: Health and dependent care FSAs 
• 401(k) with Employer Match: Up to 6% employer match 
• Professional Development Stipend: $500 annually to support learning and growth 

About Housing Connector 

Housing Connector is a tech-powered nonprofit on a mission to transform housing access for those who need it most. We partner with property owners to address financial and resident-related challenges, helping open doors to more individuals and families in need. Through our Zillow-powered marketplace, we streamline the housing search process for case managers and housing providers, making it easier to find the right homes for their clients. 

We believe no unit should sit vacant while people need a home. Our collaborative approach ensures both properties and residents can thrive, creating outcomes that are sustainable and impactful. Recognized as a World Changing Idea by Fast Company and named one of the Best Places to Work by Puget Sound Business Journal, we’ve generated millions in revenue for property partners and helped thousands of people secure stable housing.  

Housing Connector is an equal opportunity employer committed to building a diverse and inclusive workforce. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, pregnancy, or any other legally protected characteristic.