Head of Customer Support

Description

About DoorLoop

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, are Forbes America’s Best Startup Employers in 2024 & 2025, and are proud to have our team rate us a 4.9/5 on Glassdoor.

Mission

DoorLoop is hiring a Director of Customer Support to lead our 20-person, Miami-based Customer Support team. Operating with a tiered support structure (Tier1 and Tier2), the team handles 1,000–2,000 chats per month via Intercom, ensuring customers receive best-in-class service.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
  
  

Requirements

• 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.
  
  

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 budget for work-related expenses.
• Best-in-class equipment: Get a company laptop and all the top-tier tools to set you up for success.