About the Role PineBridge is seeking a Director of Support to lead and scale our customer support operations. In this high-impact role, you will own the strategy, execution, and ongoing improvement of our support function. You'll work closely with leadership, product, engineering, and customer success teams to deliver exceptional experiences for our customers. You will develop the vision for support, set team goals, and ensure our processes and tools enable fast, effective, and empathetic customer resolutions.

As a leader, you'll foster a collaborative team culture, identify areas for optimization, and drive continuous improvement.

What You’ll Do - Lead and mentor the support team, providing regular coaching and feedback - Define and track key customer support metrics (SLA, CSAT, response/resolution times) - Optimize support workflows and implement scalable processes as we grow - Partner cross-functionally to ensure support insights inform product improvements - Handle escalated and complex customer issues, ensuring positive outcomes - Select, implement, and refine support tools and platforms - Oversee hiring, onboarding, and training of support team members - Develop and maintain knowledge base content and self-help resources - Report on support performance and share actionable insights with leadership What We’re Looking For - 6+ years of customer support experience in SaaS or tech environments; 2+ years in a leadership role - Track record of managing high-performing support teams - Strong analytical skills; ability to define and report on metrics - Empathetic leader and communicator who inspires team success - Proven experience developing support processes and workflows - Comfort managing escalations and complex customer needs - Familiarity with support tools and CRMs - Highly organized, proactive, and able to prioritize effectively - Team-first mindset and passion for delivering excellent customer experiences Nice-to-Haves - Experience supporting HR tech, recruiting, or workflow SaaS products - Background in startup or high-growth environments - Experience working with product or engineering teams on customer feedback - Ability to build and scale support teams from scratch Why You’ll Love Working Here - High ownership — shape the future of our support organization - Work with a product loved by customers, with strong market fit - Career growth as our team and company scale - Collaborative, low-ego culture with support from leadership - Competitive compensation, equity, and benefits EQUAL EMPLOYMENT OPPORTUNITY AND DIVERSITY STATEMENT We are committed to equal employment opportunity in both principle and as a matter of policy.

We will recruit, hire, train, promote, compensate and provide benefits to all applicants and employees without regard to ancestry, sex, race, color, ethnicity, national origin, gender, age, religion, religious creed, mental and/or physical disability, medical condition, military and/or veteran’s status, genetic information, marital status, sexual orientation, gender identity and/or expression, or any other basis protected by applicable federal, state and local laws.

This policy applies to all recruiting, hiring, promotions, upgrades, layoffs, compensation, benefits, terminations and all other privileges, terms and conditions of employment. The firm complies fully with all federal, state and local equal employment opportunity laws.