Director of Support Jobs
Director of Support jobs are open across SaaS, healthcare, e-commerce, financial services, and enterprise technology, at every level from team lead to VP, with specializations in customer success, technical support, and operations. See the openings below and apply to the ones that match your experience.
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The Opportunity
We are looking for a strategic, hands-on Director of Client Services to join us on-site at our Melville, Long Island headquarters to lead and elevate our post-launch client experience—overseeing both our Post-Live Support Team (First 90 Days), Client Success (Post 90 days and on) and our Technical Support (Helpdesk) Department &
In this pivotal leadership role, you will work directly alongside our executive, implementation, product, and engineering teams in Melville to own the client journey from the moment a law firm goes live. While our Implementation Department handles pre-launch data migration and initial system setup, your mandate is to ensure a seamless handoff at go-live—guiding new firms through their critical first 90 days of live operation, resolving post-launch workflow hurdles, and delivering responsive, high-caliber ongoing technical support across our entire client base.
Key Responsibilities
1. Post-Live Support Leadership (First 90 Days Hypercare)
- Own the First 90 Days Post-Go-Live: Lead and structure the dedicated Post-Live Support team responsible for guiding newly launched law firms through their critical first 90 days of active production use.
- Seamless Implementation Handoff: Partner closely with the Head of Implementation to ensure smooth transitions from pre-go-live setup into live operation, verifying that newly configured workflows, custom screens, picklists, and document templates perform smoothly in real-world practice.
- Rapid Adoption & Friction Resolution: Proactively identify and resolve post-launch bottlenecks, user adoption gaps, and configuration fine-tuning so new clients achieve full operational confidence quickly.
- Graduate Clients to Steady-State Support: Establish clear readiness criteria and graduation milestones to smoothly transition stabilized firms from 90-day post-live hypercare into standard ongoing support.
2. Technical Support & Helpdesk Management (Ongoing Support)
- Lead the Support Organization: Manage, mentor, and scale our technical support specialists and team leads serving law firms across the United States and Canada.
- Create a Tight Feedback Loop: Analyze ticket trends across both the 90-day post-live cohort and established clients to identify recurring friction points, feeding those insights back to Implementation, Product, and Engineering to prevent future issues.
- SLA & Escalation Management: Establish and enforce Service Level Agreements (SLAs) for response and resolution times, acting as the executive point of escalation for complex technical issues or urgent client needs.
3. Cross-Functional Collaboration & In-Office Leadership
- Partner Directly with Implementation, Engineering & Product: Collaborate face-to-face in our Melville office with the Implementation leader, software developers, and product managers to communicate client feature requests, escalate software bugs, and prepare support teams for new releases—including our SmartIntelligence™ AI suite.
- Foster Team Culture & Mentorship: Provide hands-on, in-person coaching, floor supervision, and professional development across both the Post-Live and Technical Support teams.
- Metrics & Process Optimization: Define, track, and report on KPIs across both functions—including 90-Day Stabilization Rate, Post-Live Ticket Volume, First-Contact Resolution (FCR), Ticket Backlog, SLA Compliance, and Client Satisfaction (CSAT/NPS).
Qualifications & Experience
- Location & Schedule: Must be able to commute daily to our Melville, NY office (this is a strictly on-site leadership role).
- Proven SaaS Leadership: 5+ years of experience managing Technical Support, Post-Live Support/Customer Success, or Client Services teams at a B2B SaaS company.
- Legal Tech / Legal Industry Background (Major Plus): Prior experience working in a SaaS environment serving the legal industry—or direct familiarity with law firm operations, litigation workflows, and legal case management software—is a major plus.
- Technical Fluency: Strong understanding of relational databases (Microsoft SQL Server), data migration/ETL concepts, APIs, MCP, and enterprise software configuration. You don't need to be a software developer, but you must be comfortable troubleshooting technical workflows alongside engineers.
- Dual-Mode Management: Ability to balance high-touch, proactive post-launch onboarding stabilization (first 90 days) with the fast-paced, reactive demands of an ongoing technical support queue—without letting one cannibalize the other.
- Exceptional Communication: High emotional intelligence with the executive presence to manage expectations with managing partners, firm administrators, and IT directors at law firms of all sizes.
What We Offer
- Competitive base salary + performance bonus structure
- Comprehensive health benefits
- 401(k) matching
- Convenient Melville, Long Island office location (right off the LIE / Route 110 corridor)
- The opportunity to lead and shape a critical department at a market-leading legal technology company
About Us
SmartAdvocate is a premier, rapidly growing legal case management SaaS platform trusted by law firms across the United States and Canada. Built specifically to streamline complex legal workflows, our platform empowers firms to manage cases, documents, communications, and analytics with unmatched efficiency. SmartAdvocate recently launched a new suite of artificial intelligence tools for the legal community under the trademark, SmartIntelligence.
Pay: From $150,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Experience:
- Legal case management: 1 year (Required)
Ability to Commute:
- Melville, NY 11747 (Required)
Work Location: In person
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Who's Hiring
Top Industries Hiring
- Education
- Healthcare & Medical Services
What Employers Look For
The qualifications that appear most often in director of support jobs.
- 5 or more years of experience managing customer support or customer success teams
- Demonstrated ability to build and lead multi-tier support organizations
- Proficiency with help desk and ticketing platforms such as Zendesk, Salesforce Service Cloud, or similar
- Experience defining and reporting on KPIs including CSAT, NPS, first response time, and resolution rate
- Strong cross-functional collaboration with product, engineering, and sales teams
- Bachelor's degree in business, communications, or a related field, or equivalent practical experience
Tips for Your Director of Support Job Search
Quantify support metrics on your resume
Directors of support are hired on outcomes. Replace vague statements with numbers: ticket volume managed, CSAT scores improved, response time reduced, and team size scaled. Hiring managers for this role scan for operational impact before reading anything else.
Tailor your resume to the product type
A director of support role at a B2B SaaS company requires different depth than one at a consumer app or hardware company. Adjust your resume's language and examples to match whether the employer's support org handles enterprise accounts, self-serve customers, or technical escalations.
Apply early to roles that fit
Migrate Mate lists director of support openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Target companies by support org maturity
Early-stage companies want someone to build a support function from scratch. Mature companies want process optimization and leadership depth. Reading job descriptions carefully for phrases like 'build out' versus 'scale' tells you which situation you're walking into before you apply.
Prepare a case study for your interview
Most director of support interviews include a scenario round. Walk in with a real example of a support crisis you resolved or a team you rebuilt, structured around the problem, your decision-making process, and the measurable result. Generic answers about 'leading teams' won't land.
Negotiate scope, not just compensation
When you receive an offer, clarify reporting structure, headcount authority, and tool budget before accepting. Directors of support are often handed under-resourced teams. Getting scope commitments in writing protects you from being set up to fail on day one.
Director of Support Jobs: Frequently Asked Questions
Which companies are hiring the most director of supports?
The most active employers for director of supports right now are Sunbelt Rentals, HHM Hotels, and TDS, and the most openings are in Texas, California, and Tennessee, based on current listings on Migrate Mate as of November 2026. Demand is strongest at high-growth technology and healthcare companies expanding their post-sale customer operations.
How many director of support jobs are remote?
About 63% of director of support openings are fully remote or hybrid as of November 2026, reflecting how broadly companies have accepted distributed leadership in customer-facing functions. Roles focused on digital or software products tend to offer remote flexibility most often, while positions requiring on-site team management or in-person escalations are more likely to require a physical presence.
How do you become a director of support?
Most directors of support move up from senior manager or manager roles where they led a support team directly. Building a record of improving operational metrics, managing escalations, and partnering with product teams strengthens your case for a director-level promotion or external move. Earning certifications in customer experience or support operations and taking on cross-functional projects that go beyond queue management also accelerate the path.
Can you get a director of support job with limited experience?
Getting a director of support role with limited leadership experience is difficult, but moving into the role from a senior support manager position at a smaller company is a realistic path. Focus on building a portfolio of outcomes: a support process you redesigned, a team you grew, or a tool implementation you led. Smaller companies and early-stage startups are more likely to hire a director who will grow into the role than a large enterprise will.
What does the director of support interview process look like?
Most director of support interviews include an initial screen with a recruiter or HR partner, followed by a hiring manager conversation focused on leadership philosophy and past outcomes. Later rounds typically involve a panel with cross-functional partners from product, engineering, or sales, and often a case study or operational scenario exercise. Final interviews frequently include a conversation with a VP or C-suite leader about strategic vision for the support function.
Where can I find and apply to director of support jobs?
You can find and apply to director of support jobs on Migrate Mate, which lists current openings from companies across the United States. Search the listings to find roles that match your experience level and industry background, then apply directly to each one that fits.
See All 71 Director of Support Jobs
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