Director of Support

Replit is the fastest way to turn ideas into software. With our powerful AI-powered Agent and Assistant, anyone can create and launch apps from natural language in just one click. Build and deploy full-stack applications directly from your browser—no setup required. Never written a line of code in your life? No problem. Replit makes software creation accessible, collaborative, and lightning-fast. Join us in our mission to empower the next generation of builders.

Role Overview

We're seeking a hands-on strategic Director of Support to lead our customer support initiatives. This individual will manage the global support team while significantly contributing to process improvement and best practices ensuring customer satisfaction. This role will have a heavy focus on account and billing support.

Key Responsibilities

• Oversee multi-channel support operations including phone, email, chat, and self-service platforms

  Lead, mentor, and scale a globally diverse customer support team of 15-25+ professionals

  Recruit top talent and foster a customer-centric culture and maintain high team engagement and retention

  Define customer experience standards and service level agreements for both B2B and B2C segments

  Design scalable support processes to handle high-volume consumer and enterprise inquiries efficiently

  Work closely with Product, Engineering, Sales and Support Engineering teams to communicate customer needs and bug prioritization

  Partner with the executive team to integrate customer feedback into product development and business strategy

• 8+ years of customer support experience with 4+ years in leadership roles

  Proven track record managing both B2B and B2C SaaS customer support operations

  Experience building support organizations from the ground up or through significant transformation

  Proven to use best practices across tech industry for reporting and scaling

  Experience scaling support teams and operations during periods of rapid growth

  Prior use of AI tools to create efficiencies

  Experience with support platforms (Zendesk preferred) and collaboration tools

  Excellent communication skills across technical and non-technical audiences

  Self-directed with a bias toward action and problem-solving with the ability to balance high-volume support demands with strategic improvement

  
  Full-Time Employee Benefits Include:

  Competitive Salary & Equity

  401(k) Program 

  ⚕️ Health, Dental, Vision and Life Insurance

  Short Term and Long Term Disability

  Paid Parental, Medical, Caregiver Leave

  Commuter Benefits 

  Monthly Wellness Stipend 

  ‍ Autonoumous Work Environement 

  In Office Set-Up Reimbursement

  Flexible Time Off (FTO) + Holidays

  Quarterly Team Gatherings

  ☕ In Office Amenities

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  To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.

  This is a full-time role that can be held from our Foster City, CA office. The hybrid role has an in-office requirement of Monday, Wednesday, and Friday.