Director, Customer Support

**Location:** Troy, MI **About Vehlo** We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology. Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We’re out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable —just ask our over 30,000 customers, who generate more than 50M annual repair orders. At Vehlo, our only purpose is your success, and together, we’re reaching your goals faster than ever. Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other. **About the Role:** The Director of Customer Support will own the end-to-end support experience for our dealership customers across the Service Drive and Recon portfolios — from front-line ticket resolution to strategic escalation management. This is a hands-on leadership role for someone who can build scalable processes, drive measurable efficiency gains, and instill a metrics-driven culture, all while ensuring dealership service lanes experience minimal disruption and maximum value from our platform. You'll operate in a fast-paced, results-oriented environment where operational excellence, EBITDA-conscious decision-making, and continuous improvement are core to how we work. You’ll join the organization with a mandate to build and transform the team so that every support team member is focused on the complex, high-value interactions that require real expertise, judgment, and relationship depth — while AI agents handle the rest. You won't just be managing queues and SLAs. You'll be crafting Vehlo’s AI support strategy – building agents, AI voice channels, and scaling your team's ability to identify and convert Customer Success Qualified Leads at every touchpoint — continuing to scale support as a core growth engine, making our world-class service a competitive differentiator. You'll make customers feel like they have brilliant, always-on tech support, and you'll be the leader who made that possible — not by replacing great people, but by accelerating them and enabling them to be extraordinary. **Key Responsibilities:** ***Leadership & Strategy*** - Build, lead, and scale a multi-tier support organization (Tier 1–3, escalations, technical support) across shifts/geographies as needed to support dealership hours of operation - Define and execute the customer support strategy aligned with company growth objectives, including integration of acquired businesses' support functions - Serve as leadership sponsor for major accounts and escalated issues, partnering with Sales, Customer Success, and Product ***Operational Excellence*** - Own key support KPIs: CSAT, NPS, first-response time, resolution time, ticket backlog, escalation rate, and cost-per-ticket - Build and continuously optimize support workflows, tooling (helpdesk/CRM platforms), knowledge base, and self-service resources to improve efficiency and reduce cost-to-serve - Implement tiered support models, staffing forecasts, and workforce management practices to balance service quality with labor cost - Develop dashboards and reporting cadences for executive leadership on support performance, cost trends, and customer health - Identify and execute cost-optimization and productivity initiatives (automation, AI-assisted support tools, offsh…