Director, Customer Support

Playground is working to make excellent child care accessible to all. Playground has built best-in-class software to manage all aspects of running a child care business. We believe that providers should focus on providing incredible child care — the kind of work that only people can do — and that software should manage the rest. We’re building the child care management platform that eliminates the administrative work of running a center.

Playground is at an inflection point and poised for rapid growth. We recently raised millions of dollars, secured several statewide contracts, and are working with thousands of schools across the country. Our founders were recently honored as Forbes 30 Under 30.

We are a team of owners, unafraid to dive into large, complex projects. If you’re excited about solving high-impact problems across a growing startup and want to work closely with company leadership to build operational excellence from the inside out, we want to hear from you!

We’re looking for a Director, Customer Support to lead our growing support team and deliver exceptional experiences to the thousands of schools and child care providers who rely on Playground every day.

In this role, you’ll manage and mentor a team of customer support specialists, helping them resolve issues, improve response quality, and ensure every customer feels heard and supported. You’ll also work closely with our product and engineering teams to streamline processes, advocate for customer needs, and help scale support operations as we grow.

This is a hands-on leadership role perfect for someone who loves developing people, solving operational challenges, and improving systems that help our customers succeed.

• Lead and Coach the Team: Manage and mentor a team of support specialists, ensuring top-tier service across chat, email, and phone

• Drive Operational Excellence: Track KPIs, SLAs, and team performance metrics to improve response times and quality

• Collaborate Cross-Functionally: Partner with Product, Engineering, and Customer Success to troubleshoot complex issues and surface key insights

• Elevate the Customer Experience: Build scalable processes that ensure every customer interaction is seamless and empathetic

• Recruit and Train: Hire, onboard, and develop new team members as Playground continues to expand

• Act on Feedback: Gather customer insights, document recurring issues, and collaborate with Product to drive improvements

• Stay Product-Savvy: Maintain a deep understanding of Playground’s platform to empower your team and guide customers effectively

• Prepare for Scale: Anticipate needs, improve workflows, and ensure our support systems evolve as our customer base grows

• 3–5 years of experience leading customer support or operations teams at a B2B SaaS company

• Proven success managing metrics, improving processes, and driving measurable customer satisfaction

• A people-first mindset with a passion for coaching, developing, and motivating teams

• Excellent communication and problem-solving skills

• Experience with support platforms like Intercom, Salesforce, and Linear

• Strong organizational skills and the ability to thrive in a fast-paced, evolving environment

• Strong system skills to help build AI enabled support systems and tools

• A proactive, “roll up your sleeves” attitude and willingness to jump in wherever needed

If you’re a hustler who’s excited to join a mission-driven, early-stage company with ownership, craftsmanship, and empathy at the center of what we do, apply now. The Playground team is fully in-office in Denver, CO. Please make sure you are open to a fully in-person role before applying.

• Competitive salary + equity

• 3 weeks of PTO

• Health, vision, and dental benefits

• $1200/year education stipend

• 401(k)

• Free lunch daily

• New MacBook and any equipment you need

• Collaborative and supportive work culture with a high level of autonomy and room for growth

• Help accelerate our mission to make excellent child care accessible to all!

Salary for this position is $120,000 subject to standard withholding and applicable taxes. Job level and actual compensation will be decided on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. Job level and actual compensation will be based on skills, experience, and interview performance.