Director of Customer Support

EverPass Media is redefining the role of TVs in businesses by blending exclusive top-tier sports and entertainment with unmatched marketing innovation. With a focus on premium content like NFL Sunday Ticket, smart promotions, and seamless partnerships, we offer a cloud-based platform that combines ease of use with advanced functionality and reliability. We're empowering business owners to control their content like never before, ensuring their screens are more than just TVs—they're key to engaging, entertaining, and understanding their customers to help drive business results. We are poised to leverage our strong leadership, innovative technology, and strategic partnerships to become the go-to destination for on-premise entertainment and marketing.

Position Overview: 

EverPass is seeking a Director of Customer Support to lead and scale our customer support organization. This is a hands-on leadership role responsible for both strategy and execution. The Director of Customer Support will own end-to-end support operations across hardware and software, serving SMB and enterprise customers to provide first-class service, and ensuring systems and tools scale with the business. 

Key Responsibilities: 

• Partner with VP of Operations on Customer Support strategy, operations, and performance 

• Build, lead, and scale a high-performing Customer Support team 

• Drive improvements in CSAT, response times, resolution times, backlog, and SLA adherence 

• Design and optimize support workflows, escalation paths, and coverage models 

• Lead the selection, implementation, and optimization of support tools, including IVR, ticketing, CRM integrations, and AI-powered automation 

• Serve as an escalation point for complex hardware and software issues 

• Partner with Product, Engineering, Operations, and Sales teams to identify customer trends and reduce contacts with product improvements  

• Help to represent the voice of the customer in company wide meetings & cross-functional partnerships as needed 

• Lead and scale customer support organization of in-house and outsourced professionals 

Qualifications:

• Bachelor’s degree required  

• 7+ years of experience in customer support, service or operations, including 3+ years in leadership 

• Experience supporting hardware and software products in a B2B environment 

• Experience supporting SMB and enterprise customers 

• Proven success scaling support teams and tooling 

• History of implementing and optimizing CRM, helpdesk, or contact center technologies (Zendesk, Salesforce Service Cloud, Aircall, etc.)  

• Hands-on experience with IVR, automation, AI-assisted support, and knowledge systems 

• Proven success of management concepts and practices including supervising and motivating employees, performance management, and employee development/training

• Expertise in continuous improvement methodology and a passion for consumer-centric innovation

• Data-driven and analytical, with a track record of using insights to drive improvements

• Hands-on leader with a proactive, pragmatic, and collaborative approach

• Available to work nights and weekends, based on event needs   

• Industry experience: streaming, sports or tech industries strongly preferred 

Expected Compensation: The anticipated base salary range for a new hire into this position is $130,000 - $160,000. In compliance with local law, the range above reflects the current hiring range for this position. EverPass takes into consideration the qualifications, skills, and experience of the candidate, expected quality and quantity of work, and internal pay alignment when determining the salary level for potential new employees. EverPass expects to hire for this position at the mid-range salary, with the possibility of considering a higher salary only in rare cases when EverPass determines an external candidate possesses exceptional qualifications significantly exceeding the job requirements.

About Us:

EverPass Media is a comprehensive media platform dedicated to commercial businesses, that aggregates, distributes and enables streaming of live sports and entertainment content, and offers a wide array of consumer engagement and performance marketing tools for bars, restaurants, hotels and other commercial venues. Launched initially as the exclusive distributor of NFL Sunday Ticket to commercial establishments in the United States, EverPass partners with rightsholders, distribution partners and business owners to unlock greater access to premium live events and drive business growth. EverPass was founded in 2023 in partnership with RedBird Capital Partners and 32 Equity, the strategic investment arm of the National Football League. TKO Group Holdings, parent company of UFC and WWE, joined as an investor in 2024.

Benefits and Perks: 

• Competitive Compensation 
• Medical, dental, vision, life, and long-term and short-term disability insurance
• Professional Development Programs
• Access to senior management and mentoring opportunities
• Employee Recognition Program
• Unlimited PTO
• Paid Parental Leave
• Mental Health and Recharge Days 
• 401k Match
• Pre-tax Transportation
• Employee Assistance Program
• Type of work: Hybrid
• In-person and Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours

This is a chance for you to join a challenging and inspiring environment where you will have the possibility to make a daily impact. Every day you will work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. Together we create an innovative environment that drives EverPass forward. If you are the right person for the role you will be part of a fantastic journey in a dynamic, high-growth business.

We look forward to your application.

EverPass is an equal opportunity workplace and an affirmative-action employer. 

We are always committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Discrimination is not welcome on the basis of any other status protected by the laws or regulations in the locations where we work.