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

Requirements

• 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

Want to learn more about what we are up to?

• Meet the Replit Agent

• Replit: Make an app for that

• Replit Blog

• Amjad TED Talk

Interviewing + Culture at Replit 

• Operating Principles

• Reasons not to work at Replit

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.