Director of Technical Support

Director / VP of Technical Product Support - B2B SaaS Marketplace
Location: New York based only, but will be remote

Please read must haves before applying.

MCS Group is thrilled to partner with a fast-growing startup at the cutting edge of fashion, tech, and the influencer economy. This company is redefining how brands and creators connect, and they're looking for a strategic, customer-obsessed leader to build and lead their Product Support function from the ground up.

This is a high-impact, leadership-level role for someone who thrives in fast-paced, ambiguous environments, loves solving complex problems, and is passionate about delivering exceptional customer experiences. You'll work closely with Product, Engineering, and Operations to design and scale a world-class support organization that powers growth and drives innovation.

Why This Role Is Exciting:

• You'll build the Product Support function, shaping its structure, processes, tools, and culture.
• You'll hire, train, and lead a high-performing team that partners seamlessly with both brands and creators.
• You'll be the voice of the customer, turning feedback into actionable insights and influencing product decisions at the highest levels.
• You'll operate in a fast-moving, startup environment where your impact is visible and immediate.

What You'll Do:

• Design and implement the org structure, workflows, and tools for a new Product Support function.
• Lead a team of technical support engineers from Tier 1- 3 level.
• Serve as the primary advocate for customers, translating insights into product improvements.
• Build and manage reporting systems to provide leadership with visibility into product pain points and trends.
• Define and monitor key performance metrics (CSAT, response time, time to resolution, etc.) to optimize support delivery.
• Establish and enforce best-in-class SLAs while balancing speed, accuracy, and customer satisfaction.
• Collaborate with Product and Engineering teams to triage, escalate, and resolve complex product issues, and advocate for usability enhancements.

Must-Have Experience & Skills:

To succeed in this role, you must have:

• Director or VP level Technical Support experience
• Experience with a B2B2C SaaS company
• Recent experience with a marketplace company with a dual customer base
• Must have a technical support background
• You will have lead support teams

Note: This is not just a support manager role. This is a strategic leadership opportunity where your decisions directly influence the product, the customer experience, and the company's growth trajectory.

To speak in confidence about this opportunity please contact apply via the link

No sponsorship or C2C. Perm role, not contract. No Agencies, please do not submit candidates. Only applicants with full US working rights.

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