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Remote, Oregon, United States
Remote only
About Tekmetric
Tekmetric is the all-in-one, cloud-based software helping auto repair shops run smarter, grow faster, and serve customers better.
Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably.
Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset.
But we’re not just building shop management software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time.
Come build with us. Join the journey. Shape the future of auto repair.
Working the Tekmetric Way
At Tekmetric, we’re building a culture where winning matters - not for ego, but because when our customers win, we win together.
We move fast, stay curious, and take full ownership of our results — no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you’ll feel right at home here.
We’re direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager’s). This is a place for builders, not bystanders.
Success here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and real results, it’s deeply rewarding. You’ll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you’ll thrive. If that energizes you, we can’t wait to meet you.
Where We Work: At Tekmetric, great work happens anywhere, but great teams are built through intentional connection. We offer hybrid and remote work models based on your proximity to our office hubs. Because we value in-person collaboration, travel is an expected part of every role. We come together several times a year for team and company-wide offsites to align on goals and strengthen relationships. Attendance at these events is expected and fully supported.
We are looking for a Director of Customer Support to own the quality, efficiency, and people strategy of our customer support organization. This is a high-impact leadership role responsible for customer satisfaction and quality assurance across every support channel and every tier (Tier 1–3), while building the team, processes, and metrics that allow support to scale with a growing SaaS business.
Our customers depend on our platform to run their businesses every day, and support is often where they decide whether they trust us. You will lead the full support organization across phone, chat, email, and AI-assisted channels, setting one consistent standard of quality and building/maintaining the programs to measure, coach, and sustain it. You will lead managers and team leads, shape the structure and career paths of the team, and be accountable for the experience customers have every time they reach out.
You will set the standard for what great support looks like, hold the organization accountable to it, and develop the leaders and agents who deliver it. Support Operations owns the systems, data, forecasting models, and process infrastructure behind that work. You will partner closely, bringing Ops prioritized improvement ideas and the data to back them, and Ops will turn them into roadmap delivery. This role is built for someone who is equally comfortable coaching a frontline agent, presenting KPIs to executives, and partnering with Product and Engineering to fix root causes.
In your first year, you will:
You will report to executive leadership and work cross-functionally in a fast-paced, remote-first environment where support is treated as a strategic driver of retention and growth, not a cost center.
Quality & Customer Satisfaction
Efficiency & Operations
People Development & Career Pathing
Strategy, Leadership & Cross-Functional Partnership
Required
Preferred
Why You'll Love Working With Us
Health & Wellness That Have You Covered:
Investing in Your Future (and Present):
Most importantly, we have a stellar team, a whole lot of fun, and work that actually matters to the shops and families we serve!
Tekmetric is an equal opportunity employer. We hire hard-working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Tekmetric will never ask for your personal financial or banking information or require any financial commitment as part of our candidate search or application process. No job offers will be made without a formal interview process. All legitimate Tekmetric job postings are listed at tekmetric.com/careers. Recruiter communications come from @tekmetric.com email addresses. Please visit this link for further information Fraudulent Job Offers
