Director of Support

Reimagining Business Communication for the Modern Era

In a world where technology is constantly evolving, why do business phone systems feel like they’re stuck in the past? Millions of teams across diverse industries rely heavily on phone communication every single day. Yet, despite incredible advancements in design and usability elsewhere, most business phone software remains clunky, outdated, and inefficient – often feeling like it was built in the 90s.

OpenPhone is here to change that narrative. We’re building a new kind of business phone system with a clear mission: to help people communicate better, connect more easily, and unlock greater productivity.

We’re backed by some of the best venture firms in the industry, including Y Combinator, Tiger Global, Craft Ventures, Slow Ventures, and others. This support fuels our ambition to provide an exceptional customer experience and a product that customers genuinely love. This dedication is reflected in our standing as the #1 VoIP Provider on G2, a testament to the value we deliver.

OpenPhone is the sophisticated, modern answer to the frustrations caused by outdated phone systems. With thousands of happy customers and significant funding secured within just five years, it’s clear we’re building something impactful and poised for even greater growth.

Your Opportunity: Lead Customer Support as our Director

We are searching for a dynamic, strategic, and operationally brilliant Director of Support to lead and scale our frontline customer support organization. This is a pivotal leadership role where you will significantly impact our customer experience, refine day-to-day service operations, and strategically partner with BPOs and internal teams to uphold world-class quality and efficiency as we expand rapidly.

This position is ideally suited for an accomplished leader with deep, hands-on expertise in customer support operations and a proven track record in BPO management. You excel at building scalable systems and processes that consistently deliver a best-in-class customer experience. You thrive in a metrics-driven environment, passionate about leveraging data to inform decisions, optimize performance, and serve as a compelling advocate for our customers.

Just as importantly, you bring inspirational and motivational leadership. You have a genuine passion for developing people, fostering a strong team culture, and helping individuals reach their full potential. You find joy in mentoring managers and team leads and cultivating a high-performance environment.

What You’ll Drive and Own

As our Director of Support, you will be responsible for key initiatives and operational excellence:

Launch & Operationalize Inbound Phone Support: Design, build, and launch our new inbound phone support channel from the ground up, creating the systems, processes, and staffing models required for success.

Lead High-Performance Frontline Teams: Oversee and continuously improve OpenPhone’s frontline support team, encompassing both in-house experts and global BPO agents across all channels: email, live chat, SMS, and voice.

Optimize Key Performance Indicators: Take full ownership of crucial support KPIs (CSAT, AHT, FRT, backlog management, contact rate). Proactively analyze performance trends and implement strategies for continuous improvement.

Cross-Functional Collaboration & Advocacy: Partner closely with our Product, Engineering, and CX Operations teams to drive improvements in support tooling, enhance automation, and ensure valuable customer feedback loops are integrated into product development.

Build for Scalability: Implement robust, scalable processes and systems that can support OpenPhone’s rapid customer growth while maintaining a high-performance and positive team environment.

Develop Future Leaders: Coach, mentor, and develop support managers and team leads, strengthening leadership skills and operational depth across the entire organization.

Who You Are and What You Bring

To be successful in this role, you will possess the following:

Extensive Support Leadership: 7–10 years of experience in customer support operations, with at least 5 years in a leadership role specifically overseeing call center or high-volume multi-channel teams.

Inbound Phone Support Expertise: A demonstrated history of successfully launching and scaling inbound phone support channels from scratch.

BPO Management Mastery: Significant hands-on experience leading and optimizing relationships with global BPO partners.

Data-Driven Approach: Strong analytical skills and a deep commitment to using data to inform decisions, manage performance, and identify strategic opportunities. Proficient with reporting tools and dashboards.

Technical Fluency: Deep familiarity with leading support platforms like Zendesk, Retool, and various workforce management (WFM) and QA systems. Experience implementing AI tools for support automation is a plus.

Customer & Business Acumen: A truly customer-obsessed mindset balanced with sharp business judgment. You focus on creating scalable, sustainable solutions that benefit both the customer and the company.

SaaS/Technical Support Background: Experience supporting technical or SaaS products, with a solid understanding of common troubleshooting workflows.

Exceptional Collaboration & Communication: Excellent verbal and written communication skills, with a natural ability to collaborate effectively across diverse teams.

Compensation & Benefits

We believe in competitive and transparent compensation. The annual base salary range for this position varies by location, plus equity and benefits:

SF Bay Area, Los Angeles, Seattle, Portland, Boston, New York, Washington, DC Metro: $171,000 – $189,000 USD
All other US Locations: $152,000 – $168,000 USD
Canada: $173,000 – $192,000 CAD

The ranges displayed are our target for new hire salaries, based on skills, experience, and relevant education. Your recruiter can provide more detailed information and answer questions about the specific range during the hiring process.

Salary is just one part of the compelling total rewards package at OpenPhone. It also includes significant equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible Paid Time Off (PTO) policy.

Our Culture & Why You’ll Thrive Here

As a proud fully remote company, we have cultivated an environment built on trust, ambition, and dedication. We operate effectively asynchronously, giving our team members the flexibility they need to do their best work. We are curious, deeply committed, and share a strong bias for action.

If you’re looking for a place where you can truly invest your energy and make a significant, lasting impact – a place to do your “life’s work” – we encourage you to get in touch. We’d genuinely love to hear from you.

And remember, there’s no such thing as a ‘perfect’ candidate. We seek optimists with grit, determination, and enthusiasm for tackling the challenges inherent in a fast-growing startup. OpenPhone is a company where you can significantly grow your skills and career. Please apply even if you feel you don’t meet every single requirement listed.

We are deeply committed to building an inclusive and diverse work environment. It is paramount that you feel empowered to bring your whole, authentic self to work every day. We strictly prohibit discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #LI-Remote

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