Director of Support, OpenPhone
$152-189k
Salary applicable for US based candidates, dependent on location. For candidates based in Canada: $173,000 - $192,000 CAD + Equity
All-in-one phone system for teams
Open for applications
All-in-one phone system for teams
101-200 employees
Open for applications
$152-189k
Salary applicable for US based candidates, dependent on location. For candidates based in Canada: $173,000 - $192,000 CAD + Equity
101-200 employees
Company mission
To help people communicate better and be more productive, and improve the way millions of businesses communicate.
Role
Who you are
- This role is ideal for an exceptional leader with deep experience in customer support operations, strong BPO management chops, and a proven track record of building scalable systems and processes that drive a best-in-class customer experience
- You should thrive in a metrics-driven environment and be passionate about using data to inform decisions, optimize performance, and advocate for customers
- Just as importantly, you bring motivational and inspirational leadership, with a genuine passion for developing others—someone who finds joy in growing employees, fostering a strong team culture, and helping individuals reach their full potential
- 7–10 years of experience in customer support operations, with at least 5 years in a leadership role overseeing call center teams
- A successful track record of launching and scaling inbound phone support from the ground up
- Hands-on experience implementing AI tools to drive efficiency and automation in support workflows
- Proven ability to lead high-volume, multi-channel teams, including oversight of global BPO partners
- Strong analytical skills and a data-driven approach to performance management, using dashboards and reporting tools to guide decisions
- Deep familiarity with support platforms like Zendesk, Retool, and workforce/QA systems
- A customer-obsessed mindset paired with sharp business judgment and a focus on scalable, sustainable solutions
- Experience supporting technical or SaaS products, with a firm grasp of troubleshooting workflows
- Excellent communication skills and a collaborative approach to working cross-functionally across teams
What the job involves
- We’re looking for a strategic, data-driven, and operationally minded Director of Support to lead and scale our front-line support organization
- You’ll play a critical role in improving the customer experience, overseeing day-to-day service operations, and partnering with BPOs and internal teams to maintain world-class quality and efficiency as we grow
- Launch and operationalize inbound phone support, building the systems, processes, and staffing models required to support this new channel
- Lead and improve OpenPhone’s frontline support team, including both in-house and BPO agents, across channels like email, live chat, SMS, and phone
- Own support KPIs (CSAT, AHT, FRT, backlog, contact rate) and proactively identify and act on performance trends and improvement opportunities
- Collaborate cross-functionally with Product, Engineering, and CX Ops to drive improvements in tooling, automation, and product feedback loops
- Implement scalable processes and systems to support rapid customer growth and a high-performance team environment
- Coach and develop support managers and team leads to strengthen leadership and operational depth across the organization
Our take
Business phones are a vital resource for many companies, but buying a second phone for your team can be an expensive prospect. OpenPhone solves this problem by replacing business phones with an easy-to-access app.
OpenPhone leverages many of the advantages of a traditional business phone, allowing users to maintain work boundaries and privacy, without the need for new, high-cost hardware. By specifically targeting people looking for a business phone number, OpenPhone has attracted freelancers, small companies, contractors, and larger companies ready to modernize their existing phone systems.
Though there are competitors in the space, OpenPhone's unique approach allows it to stand out from the likes of Aircall and Airpad. The company has seen significant funding that it is investing in accelerated growth efforts, hiring, and the further development of its collaboration features and business tool integrations.
Freddie
Company Specialist at Welcome to the Jungle
Insights
25% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Apr 2022
$40m
SERIES B
Nov 2020
$14m
SERIES A
Total funding: $56.2m
Company benefits
- Equity
- Health benefits
- Comprehensive health, dental, and vision plans (covered 100% for you and 60% for your dependents)
- $1,000 budget to make your home office more comfortable
- Unlimited PTO, sick leave, and parental leave (we also close for all major holidays)
- Retirement benefits - we match 100% of the first 2% of your 401(k) contribution
- $3,000 per year towards your professional development and education
Company HQ
Potrero Hill, San Francisco, CA
Leadership
Mahyarr Raissi
(Co-Founder & CEO)Previously worked as a Software Engineer at Tagged, and was a Product Manager at Joist.
Daryna Kulya
(Co-Founder & COO)Previously worked as Manager of Deloitte's Digital Innovation Lab, and was a Product Manager at Vidyard.
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