Director, Customer Support

What you’ll do:

• Build, develop, and inspire a team that consistently delivers exceptional service and drives measurable improvement across key metrics (CSAT, FRT, ART, backlog, deflection rate, ticket volume by tier, etc.).
• Ensure satisfaction, and support issue resolution particularly for complex or strategic accounts.
• Establish clear baselines, monitor trends, and lead initiatives that improve responsiveness, quality, and efficiency across all support tiers.
• Drive a shift towards self-service support, implementing strategies that empower customers to find answers quickly while maintaining a premium support experience.
• Build progression frameworks, coach future leaders, and create a culture of growth and accountability within the Support team.
• Translate customer feedback into actionable insights that drive improvements across the wider business.
• Maintain efficient staffing and resource models that support growth and align to customer needs.
• Work closely with Quality, Product, and Revenue teams to highlight customer insights, influence product decisions, and uncover new commercial opportunities.
• Lead the adoption and optimization of support tooling, ensuring it’s used effectively across the team. Partner with internal stakeholders to identify, test, and roll out new tools and technologies that elevate both customer and agent experience.

What you have:

• 8+ years of experience in Customer Support or Service, with proven success leading multi-level teams in a SaaS or technology environment.
• Customer-First Mentality: Builds processes with a focus on positively impacting the customer experience.
• Scaling Experience: Proven track record in a key customer-facing role during major scale-up phases (e.g., ARR growth from ~$10M → $50M+ → $100M+) and grew the customer base from fewer than 50 to 100 to 200 to 500.
• High-Growth / Start-Up Familiarity: Hands-on experience leading support teams in high-growth SaaS environments, scaling from early-stage through enterprise maturity. 
• Technical Acumen: Experience working with complex, highly technical products with the ability to create predictable triage and support teams.
• Data Driven: A track record of improving operational metrics such as CSAT, FRT, backlog, and deflection.
• People Leadership & Development: Demonstrated ability to build, lead, manage, and inspire high-performing teams. Strong track record of mentoring and developing top talent into future leaders.
• Operator & Integrator: Brings operational rigor and an in-the-trenches leadership style, balancing vision with flawless execution.
• Systems Thinker: Recent examples of building scalable infrastructure, systematizing customer processes, optimizing tech stacks, implementing repeatable playbooks, and creating a unified customer experience. Deep familiarity with Service Cloud or similar platforms, and a passion for driving technology adoption and continuous improvement.
• Efficiency & Execution: Embodies an 80/20 mindset with a proven ability to “build the rocket ship while flying it.”

Why Join Polly?

• High Bar of Talent: Polly consistently performs in the top quartile of start-up companies, and we consider the people of Polly the engine helping us achieve success. Many candidates choose Polly because of the collaborative, smart, and fun people that work here. We strive to hire the best to continue to raise that bar, and <5% of those that enter the interview process are presented with an offer.
• Disruptive Mission: Mortgage capital markets is historically an under-innovated space; Polly is committed to changing that. Our purpose-built platform has reimagined and reinvented the way that our lender customers operate. We are seeking passionate and driven builders who are not interested in accepting the status quo.
• Individual Impact & Growth: Every day, the Polly team doesn’t just work—they contribute to our overarching mission. Individual impact is highly visible and everyone’s voice matters. You will have exposure to every level of leadership, cross-functional teams, and impactful projects, giving you a unique opportunity to build and hone your skills.
• Hybrid Workplace with Innovation at the Core: Here at Polly, we believe in blending flexibility with in-person collaboration. With a hybrid model, our employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs, located in Dallas-Fort Worth and San Francisco (remote available for this role, hybrid strongly preferred), driving forward-thinking solutions and fostering teamwork.

Employee Benefits:

• Competitive Compensation: Polly offers competitive salaries designed to reward your expertise and direct impact/contributions.
• Comprehensive Health Coverage: Employees enjoy 100% company-paid medical, vision, dental, disability, and life insurance, granting peace of mind. 
• Flexible Vacation, Done Right: Take time off to recharge when you need it with Polly’s flexible, non-accrued vacation policy—because we trust you to balance work and life.
• Hybrid Environment: Polly employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs, located in Dallas-Fort Worth and San Francisco.