Director of Customer Support

Company Description

Carnegie Venture Partners provides financial advisory services and participates in angel investments and venture capital deals. The firm focuses on supporting innovative companies and emerging ventures with strategic capital and guidance. Team members collaborate with founders, investors, and partners across a dynamic portfolio. Applicants can expect a fast-paced, impact-driven environment with exposure to early-stage and growth-stage businesses. The company values analytical rigor, client-centric thinking, and long-term relationship building. Role Description The Director of Customer Support is a full-time remote role responsible for leading and scaling the customer support function across all client segments. This role oversees support operations, sets service standards, and ensures excellence in customer service for advisory clients, portfolio companies, and investors. Day-to-day responsibilities include managing support teams, monitoring service metrics, resolving escalated issues, and designing processes that improve responsiveness and customer satisfaction. The director will collaborate closely with product, operations, and investment teams to address technical and service-related inquiries, implement tools and workflows, and drive continuous improvement in the overall customer experience. This position also involves coaching team members, establishing best practices, and reporting performance insights to senior leadership.

Qualifications

Demonstrated expertise in customer-facing functions, including Customer Support and Customer Service. Proven track record in driving Customer Satisfaction through service quality, responsiveness, and issue resolution. Strong Analytical Skills for interpreting support metrics, identifying trends, and recommending data-driven improvements. Experience overseeing Technical Support operations, including complex inquiries, tooling, and escalation management. Leadership experience managing distributed or remote teams, with the ability to mentor and develop staff. Excellent written and verbal communication skills, with a professional and empathetic client approach. Background in financial services, fintech, or venture-backed companies is highly beneficial. Bachelor’s degree in business, communications, or a related field, or equivalent practical experience.