Impel

Compensation

Full Description

The Director of Support, reporting to the Sr. VP, Customer Success, leads Impel’s customer support organization to deliver a high-quality, scalable, and customer-first support experience. This role provides strategic and operational leadership across technical and AI-driven support teams, ensuring excellent customer outcomes while scaling support operations in line with company growth. * Lead and develop support managers and teams across regions, driving accountability, performance, and engagement. * Own day-to-day support operations, including workflows, escalation management, and incident response. * Monitor and analyze support metrics to improve efficiency, quality, and customer satisfaction. * Own and evolve the support technology stack (ticketing, chat, phone, monitoring, and knowledge base). * Partner with Product, Engineering, Implementation, Sales, and Customer Success to resolve complex issues and address root causes. * Serve as an escalation point for high-impact customer issues. * Promote inclusive, respectful, and customer-first practices aligned with company values. Qualifications Qualifications * Proven experience leading technical or customer support organizations, including people leaders. * Automotive industry experience is strongly preferred. * Experience supporting AI-driven data platforms or complex SaaS products. * Bachelor’s degree or equivalent experience; advanced degree a plus. * Strong operational, analytical, and cross-functional collaboration skills. * Ability to balance hands-on execution with strategic planning. * Comfortable operating in a fast-paced, evolving environment. Location & Travel * Preferred locations: Syracuse, NY; Burlington, VT; New York, NY. Remote considered. * Up to 25% travel, including some international travel.