Overview
Skills
Job Details
MCS Group is working with an incredible startup in the fashion/creative/influencer space, that are looking for a Director of Product Support to build and lead the Product Support function within their organization. This role will be instrumental in shaping how they support their brands, business partners, customers, etc.
As a leader in this function, you will be responsible for building out processes, tools, and managing a high-performing team that provides best-in-class support while surfacing critical product insights to inform development priorities. If you thrive in fast-paced startup environments, are passionate about solving problems, and have a customer-first mindset, we'd love to hear from you!
Roles and Responsibilities:
Establish and scale the Product Support team, including defining processes, workflows, and success metrics.
Build and train a high-performing support team that delivers exceptional service to both brands and creators.
Develop a tiered support model that efficiently resolves user inquiries and technical issues.
Act as the voice of the customer, identifying recurring product issues, gaps, and usability challenges; implement feedback loops to prioritize fixes and feature improvements.
Establish a structured reporting process to ensure leadership has visibility into support trends and product pain points.
Drive proactive support initiatives, reducing inbound issues by improving product education and self-service options.
Ensure swift resolution of user-reported issues, balancing speed, accuracy, and customer experience.
Manage technical troubleshooting for platform issues, working closely with Engineering and Product to escalate complex cases.
Define and track KPIs (e.g., response time, resolution time, CSAT) to continuously improve support effectiveness.
Your Qualifications:
Experience in Customer Support, Technical Support, or Product Operations, with at least 3+ years in a leadership role.
Proven track record of building and scaling support teams within a fast-paced, tech-driven environment.
Strong problem-solving and analytical skills, with the ability to identify patterns in support data to drive product improvements.
Experience working closely with Product and Engineering teams to escalate issues and improve the platform.
Technical aptitude - comfortable troubleshooting and communicating with both technical and non-technical stakeholders.
Deep understanding of support operations tools (e.g., Zendesk, Intercom, Jira, or similar platforms).
Excellent communication and stakeholder management skills, with the ability to translate customer feedback into actionable insights.
Experience in a B2B or B2B2C SaaS environment supporting brands, creators, or e-commerce platforms
Preferred Qualifications:
Degree from a top College/University
Proven ability to lead and scale teams in high-growth environments.
Experience interfacing directly with product/engineering and influencing cross-functional outcomes.
Additional Notes:
Preference for New York-based candidates, though remote applicants will be considered.
We're moving quickly due to the critical nature of this role, but are committed to finding the right fit.