Director of Support & Operations

About the role

Justt is seeking a hands‑on Director of Support & Operations to own and scale its global support and chargeback functions. The role blends strategic planning with day‑to‑day execution, requiring a player‑coach who can design a multi‑tier support model while actively handling tickets, escalations and quality issues.

Key responsibilities

• Lead daily performance of Support and Chargeback Operations, ensuring SLA compliance and high‑quality customer communication.
• Manage support queues, escalations, backlog and quality metrics across Tier 0, Tier 1 and Tier 2.
• Design and implement a scalable Tier 0‑Tier 2 operating model with clear ownership, workflows and escalation paths.
• Coach team members, develop future leads and managers, and foster a culture of continuous improvement.
• Oversee offshore teams, outsourced partners and vendors while managing operational budgets.
• Plan capacity and workforce based on growth forecasts, volume trends and service‑level targets.
• Build knowledge‑base, training programs and self‑service resources to empower customers.
• Leverage AI and automation to increase speed, consistency and efficiency of support processes.
• Define, track and analyse operational KPIs, identify root causes and drive systematic improvements.

Required profile

• 7 + years of experience in enterprise technical or customer support, preferably in B2B SaaS.
• Proven track record as a player‑coach in a fast‑growing organization.
• Hands‑on experience building Tier 1/2 support models and managing offshore or outsourced teams.
• Strong analytical mindset with experience in workforce planning, capacity management and budgeting.
• Technical orientation with comfort handling APIs, integrations and complex SaaS products.
• Fintech or payments background is a strong plus.

Required skills

• APIs
• Integrations
• Data analysis
• AI‑driven automation
• Support ticketing systems