Client Success & Support National Director of Client Success & Support Atlanta, GA (Hybrid) · R[...]

Responsibilities: Lead the support organization—Tier 1 Agents, supervisors, and Advanced Support—setting clear performance expectations and service standards. Monitor queue volume, SLA compliance, response and resolution times, and workload distribution. Hire, onboard, coach, and develop agents and supervisors, including performance management and career growth. Design and improve support processes, escalation paths, and documentation standards that protect customers and reduce team stress. Serve as the senior escalation point for high-priority situations, engaging directly with clients at all management levels. Report on support metrics and client health, surfacing systemic patterns and actionable insights to executive leadership. Partner with sales, product, and development to drive root-cause resolution of recurring issues and align client success efforts. Identify at-risk accounts and coordinate proactive outreach to protect retention and ensure clients realize ongoing value. Maintain the knowledge base, help articles, and training materials; build a team culture where people are developed, not just managed.

Qualifications: 5+ years in customer support, client success, or service delivery; 2+ years managing a support team or function. Demonstrated experience building support teams—hiring, onboarding, coaching, and performance management of agents and supervisors. History of owning a support function at an organizational level: SLA compliance, queue health, staffing, and service standards. Proficiency with Microsoft 365 and Teams; working knowledge of help desk platforms (Zoho Desk, Service Now, Zendesk) including SLA configuration and reporting. Strong written and verbal communication across all levels—agents, customers, and executive leadership. Analytical and decisive: able to resolve escalations, identify systemic issues, and implement lasting process improvements. Customer-first mindset with a commitment to client satisfaction and the ability to train staff to the same standard. Bachelor’s degree preferred; equivalent leadership experience considered.

Preferred Qualifications: Experience leading support in a SaaS or cloud-based environment, with familiarity with Zoho Desk, Zoho CRM, Service Now, or Zendesk. Background in retail home services, trades, or contractor businesses—particularly Home Depot, Costco, or Lowe’s third-party programs. Experience defining SLAs, support tiers, and escalation frameworks; knowledge of lead management and sales automation concepts. Exposure to API and webhook integrations as they relate to troubleshooting and client onboarding. Basic SQL or data analysis skills; ITIL Foundation, Microsoft 365, or help desk platform certifications are a plus. Who Thrives in This RoleA builder of people who measures their success partly by who they develop and advance. Calm and decisive under pressure—when the queue backs up or a retailer escalates, they assess and act clearly. Accountable in every direction: owns outcomes to leadership, protects their team, and steps forward to fix problems. Process-minded without being bureaucratic—builds lean, adaptable structure because good process protects customers. Strategically operational and self-directed: connects support performance to retention and revenue, and acts without waiting to be told.

What We Offer: Competitive base salary + bonus. Career growth opportunities as Win Gen continues to expand. Training, mentorship, and a collaborative team culture. Company sponsored 401(k) with matching. Flexible PTO plus observed company holidays. About Win Gen Win Gen is an industry leader in lead-to-sale automation, delivering AI and cloud-based technology that empowers service providers, home retailers, and OEMs across more than 20 trades. Processing over 4 million consumer leads annually, Win Gen drives more than $3 billion in sales each year. About Sword Point AISword Point AI specializes in applied artificial intelligence, data collection, analysis, and cloud-based applications. Through our portfolio companies—Win Gen, Journey Connected Data, and Ship Advisor—we deliver platforms that drive measurable business outcomes across multiple industries.