Director of Support Services
Company Description
Emergent Ventures focuses on very early-stage investments, typically providing pre-seed funding in the range of $50,000 to $150,000 per opportunity. The organization partners closely with portfolio companies to help them grow and secure additional capital. Its network includes investment funds, investor groups, and high net worth individuals, offering access to a broad base of follow-on financing options. Team members work in a dynamic environment that emphasizes collaboration, long-term partnerships, and support for founders at critical early stages. Role Description The Director of Support Services is a full-time, remote role responsible for leading and optimizing support operations across Emergent Ventures’ portfolio and internal teams. This role oversees program management for support initiatives, defines service standards, and ensures consistent, high-quality responses to partner and portfolio company needs. The Director will manage support processes, develop and refine workflows, and coordinate cross-functional efforts to address technical and operational issues. Day-to-day responsibilities include analyzing support metrics, identifying trends, and implementing improvements; guiding technical support activities and escalation paths; and aligning budget and resource planning with service goals. The Director will also mentor support staff, maintain strong customer service practices, and collaborate with leadership to enhance the overall partner experience.
Qualifications
Program Management and Budgeting skills to design, implement, and oversee scalable support programs and allocate resources effectively. Analytical Skills to interpret support data, track performance metrics, and develop actionable insights for process and service improvements. Technical Support capabilities to understand and guide resolution of technical issues, coordinate escalations, and improve support tooling. Customer Service skills to foster a responsive, empathetic, and solution-oriented support environment for portfolio companies and partners. Demonstrated leadership experience managing distributed or remote teams and building collaborative, inclusive work cultures. Strong written and verbal communication skills, including the ability to communicate complex information clearly to diverse stakeholders. Experience in venture capital, startups, or high-growth environments is beneficial. Bachelor’s degree in Business, Management, Information Systems, or a related field, or equivalent practical experience.