Director of Customer Support

DoorLoop is a high-growth technology (PropTech) company with offices in the US (Miami) and Israel (Tel Aviv). We help property managers and owners make more money, get organized, and grow with easy-to-use, secure, and reliable, all-in-one property management software.

DoorLoop prides itself on being People First. We are a Certified Great Place to Work, recently ranked #13 in Forbes’ list of America’s Best Startup Employers, and are proud to have our team rate us a 4.9/5 on Glassdoor.

The Role

Mission:

We’re looking for an agile and dynamic Director of Customer Support to lead our 20-person, Miami-based Customer Support team. Operating with a tiered support structure (Tier 1 and Tier 2), the team handles 1,000–2,000 chats per month via Intercom, ensuring customers receive best-in-class service.

As a fast-paced, venture-backed startup with $100M in Series B funding, we pride ourselves on operating scrappily and making decisions with speed. The successful candidate will be a proven leader who thrives in high-growth environments, drives results, and fosters a culture of continuous improvement. You’ll coach and develop a team of ambitious A-players, ensuring they have clear career paths while maintaining operational excellence.

Key Responsibilities:

Leadership & Team Development:

• Lead a 20-person Customer Support team, overseeing Tier 1 and Tier 2 representatives, with support from two team leads.
• Foster a high-performance culture of ambitious, growth-driven team members who align with the company’s fast-paced environment.
• Develop coaching programs to ensure individual growth, clear career paths, and long-term employee retention.
  
  

Strategic Planning & Execution:

• Build and execute a scalable customer support strategy aligned with the company’s growth goals and customer needs.
• Drive team performance using metrics such as response time, resolution time, CSAT, and NPS to ensure exceptional customer experiences.
• Regularly refine processes to maintain agility and operational efficiency while preparing for future growth.
  
  

Cross-functional Collaboration:

• Build strong relationships with the Product and Engineering teams in Tel Aviv to ensure customer feedback translates into actionable improvements.
• Leverage insights from support interactions to inform product development and influence cross-departmental strategies.
  
  

Process Optimization & Technology:

• Evaluate and implement tools to streamline workflows, including automation and self-service solutions.
• Continuously optimize the team’s use of Intercom as the primary support channel.
  
  

Customer Advocacy:

• Champion the voice of the customer across the organization, ensuring support remains the heart of the business.
• Prioritize reversible vs. irreversible decisions to maintain momentum without compromising quality.
  
  

Qualifications:

• 4-5 years of strategic leadership experience in customer support, preferably within a high-growth, venture-backed, or PE-backed startup (40% YoY growth).
• Proven success leading and scaling a tiered customer support team in a B2B SaaS environment.
• Demonstrated ability to achieve and maintain best-in-class support metrics (be prepared to discuss and share examples).
• Strong coaching and mentorship skills, with experience fostering a culture of growth and performance.
• Expertise in support tools like Intercom, Zendesk, or similar platforms, with a data-driven approach to decision-making.
• Experience building trans-Atlantic professional relationships and collaborating across time zones, particularly with product and engineering teams.
• Exceptional communication and problem-solving skills, with a passion for delivering exceptional customer experiences.
• A “scrappy” startup mindset—able to pivot quickly, think on your feet, and operate effectively in an ever-changing environment.
  
  

Why You Should Join Us:

• Be part of a high-growth company making waves in the property management software space.
• Collaborate with talented teams across Miami and Tel Aviv.
• Shape the future of customer support, building scalable processes that directly impact the company’s success.
  
  

This role is for go-getters, fast movers, and strategic thinkers who want to grow with us and build something extraordinary. Are you ready to make your mark?

Benefits

• Unlimited paid time off: take unlimited personal, sick, and vacation days
• 401(k): plan for retirement with 4% matching and instant vesting
• Medical, dental, and vision insurance: we offer full medical coverage for employees through United Healthcare and full dental and vision coverage through Guardian, with 25% coverage for dependents across all plans
• Life insurance: $100,000 policy fully covered by DoorLoop
• Disability insurance: short- and long-term disability insurance fully covered by DoorLoop
• Paid parental leave: paid maternity and paternity leave for birth and adoption
• Monthly stipend: a dedicated company credit card for work-related expenses
• Best-in-class equipment: Get a company laptop and all the top-tier tools to set you up for success
  
  

Additional Information

Please only apply if you're very serious. As an equal opportunity employer with a non-biased interview process, you will be asked to complete an application, followed by a 25 minute assessment to make sure you're an A Player who also takes this process seriously.

You will work directly with our co-founders and will receive training on all tasks.

This position is one with many responsibilities that will continually change as we continue to grow. The most important part is that you learn as much as you can from others around you, and help improve the company in any way possible.

Learn more about us from our careers page. We look forward to hearing from you soon!