Director Customer Support

Job Description

Key Responsibilities
• Lead and structure the full support organisation as scales to 400+ retail and restaurant sites across four countries.
• Work directly with Senior Technology and Operations Management to configure, optimise, and expand the Intercom Support Platform.
• Design a customer-centric support journey that is intuitive for partner staff and operational teams.
• Establish SLAs, escalation paths, communication standards, and internal reporting processes.
• Build onboarding flows and operational processes for introducing new partner locations into the support ecosystem.
• Oversee the Industry → Company → Location registration and identity-mapping framework.
• Collaborate with Support Leads, external developers, and internal stakeholders to ensure alignment and readiness.
• Create and maintain structured documentation, knowledge bases, FAQs, and agent enablement resources.
• Analyse supp...