Director of Customer Success & Support Operations – SimpSocial GoCRM Remote (U.S. hours) | Full-Time

REQUIRED: VIDEO APPLICATION. READ THIS FIRST.

To be considered, you must submit a 2-minute video

• Minute 1: Explain your previous management roles and what you've been doing over the last 12 months.
• Minute 2: After reading what we need below, tell us why you would be the best person for this position.

Please speak loud and clear, and be as natural as possible.

Submit the video as a URL (Google Drive, YouTube, or Loom; unlisted is fine). Reply through Indeed or email the link to jobs@simpsocial.com with your full name.

Any applicant who does not provide this video will not be considered for this position.

Who We Are

SimpSocial is an AI-powered CRM, lead generation, and BDC automation platform built for automotive dealerships. Our core products, GoCRM and Sarah AI, help dealers capture leads, automate follow-up, and run their BDC without adding headcount. We're a Meta Official Partner and we compete head-to-head with Impel, Matador, and Podium.

Behind the platform is a large team of customer service representatives in the Philippines and Pakistan who handle dealer onboarding, support, and day-to-day account work.

Why This Role Exists

We've grown fast, and our operations haven't kept up. Accountability across our offshore CSR team is inconsistent, our dealer onboarding is not where it needs to be, and our long-term support for dealers needs a serious upgrade. We know it, and we're hiring someone to fix it.

You'll take control of the entire CSR operation, hold the team to a clear standard, and be the leader our dealers talk to when it matters.

What You'll Do

• Lead and manage our CSR teams in the Philippines and Pakistan, including team leads, schedules, performance, and coverage
• Build and enforce accountability: KPIs, QA scorecards, call and ticket reviews, attendance, response-time standards, and consistent coaching and corrective action
• Redesign dealer onboarding from the ground up, with a clear process, checklists, training materials, and measurable milestones from signup to go-live
• Build a long-term support and retention structure for dealers: proactive check-ins, health scoring, escalation paths, and QBR-style touchpoints
• Be a leadership voice to dealers by handling escalations, taking calls, and rebuilding trust when something goes wrong
• Own the support system and ticketing workflow (Jira or similar) so every issue is logged, assigned, tracked, and closed
• Report weekly to leadership on team performance, dealer satisfaction, churn risks, and recurring product issues
• Partner with product and engineering to turn dealer feedback into fixes
• Hire, train, and, when necessary, replace people to build a team that performs

What We're Looking For

• 5+ years managing customer support, success, or BDC/CSR teams, with 3+ years managing offshore or distributed teams (Philippines and/or Pakistan experience is a major plus)
• A proven record of building accountability systems, not just talking about them, with metrics, QA, and coaching
• Experience designing or overhauling customer onboarding for a SaaS or CRM product
• Excellent spoken and written English, and the presence to speak confidently with dealer principals, GMs, and BDC managers
• Working knowledge of CRM platforms and support or ticketing tools (Jira, Zendesk, or similar)
• Comfortable making tough calls, giving direct feedback, and holding people to a standard
• Willingness to work flexible hours to overlap with our offshore teams and U.S. dealers
• Bonus: automotive dealership or BDC experience; familiarity with Twilio, 10DLC, and SMS compliance

What Success Looks Like

• Clear, enforced performance standards across every CSR
• A new dealer onboarding process that gets dealers live faster and happier
• Fewer escalations, faster resolution times, and higher dealer retention
• A leadership presence dealers trust and the team respects

Why SimpSocial

• Real authority to rebuild a department, with direct access to leadership and no layers of bureaucracy
• A fast-growing platform in an industry full of legacy competitors
• Fully remote with serious ownership
• A role where results are visible and measurable

Reminder: no video URL, no consideration. Send your 2-minute video to jobs@simpsocial.com or reply through Indeed.

Pay: ₹577,000.00 - ₹2,290,000.00 per year

Work Location: Remote