You should have a true entrepreneurial spirit, be energized by building things that don't exist yet, and be genuinely obsessed with the experience our customers have when they need help. Support is where laundromat and dry-cleaning operators feel whether Cents is a partner or just a vendor — and this role owns that moment end to end. As we scale across both Cents and LaundroWorks, we are investing in support as a differentiator, not a cost center, and we're looking for a senior leader to build a world-class service experience from the ground up.
As Director of Support, you will lead every support function in the business: Software Support, Install Support, Hardware Support, and a brand-new Distributor Support function you'll stand up from scratch. You'll lead four managers and the teams beneath them, including an offshore team, and you'll own the full picture — strategy, structure, staffing, coverage hours, tooling, budget, and every metric that measures support performance. Distributors are central to our growth, and building a focused, deliberate support experience for that channel across both Cents and LaundroWorks is one of your earliest and most visible mandates.
You are a strategic leader who will set the long-term vision and own the budget and the roadmap, but you'll also know what's sitting in the queue this morning, what broke on last week's install, and which operator is frustrated and why. You're comfortable leading both software and hardware support, you can build process and structure without smothering a fast-moving team, and you hold an extremely high bar for what customers should experience. You must be relationship-oriented, collaborative, data-driven, and constantly looking for the next thing to improve. Above all else, you are a leader who can get the most out of a team of direct report leaders and those who work for them by developing them into stronger leaders themselves — setting a clear standard, coaching in the moment, giving your managers real ownership of their functions, and holding them accountable to outcomes they helped define. We are looking for a leader of people first, not simply an executor of deliverables. The clearest signal you can give us is a track record of managers who grew under you.
We're a hybrid team that works together in our NYC office
three days a week. Our in-office anchor days are
Monday, Wednesday, and Thursday, when you'll find the broader team collaborating, meeting, and connecting in person. Tuesdays and Fridays are remote, giving you dedicated time for focused work while still maintaining the flexibility of a hybrid schedule.
Key Responsibilities
Own the end-to-end support experience across Cents and LaundroWorks — define what world-class service looks like for our operators and hold the organization to that standard
Get the most out of four support managers and the teams beneath them — set the standard, coach and develop them into stronger leaders, give them genuine ownership of their functions, and build the structure, hiring plan, and career paths the org needs as it scales
Stand up a dedicated Distributor Support function focused solely on the distributor experience across both brands, and make it a driver of channel growth
Raise the bar on hardware, install, and distributor execution — install timelines, first-time-fix rates, RMA and escalation paths, and tight coordination with Product, Engineering, and our fulfillment partners
Own every support metric — CSAT, NPS, first response time, resolution SLAs, cost per contact, quality and QA — and build the reporting cadence that makes performance visible to the leadership team
Build a capacity and coverage model that scales with store growth without scaling cost linearly, including workforce planning, offshore leverage, AI-assisted deflection, self-service, and knowledge content
Own the support tooling strategy, roadmap, and budget, and unify the stack so all four functions operate from a common set of tools, data, and escalation paths
Serve as the voice of the customer inside the company — funnel patterns and feedback to Product and Engineering, and represent support in roadmap and scope discussions
Ad Hoc responsibilities as required
Role Requirements
At least 5 years leading customer support or technical support teams
At least 5 years of operational leadership experience — process design, workforce planning, budgeting, and vendor management
Senior leadership experience managing managers — you've led leaders, not just individual contributors, and you've built teams through periods of significant growth
A demonstrated track record of developing leaders — managers who grew, got promoted, or took on more responsibility under you
Hands-on experience recruiting, interviewing, and hiring — you’ll be building these teams out as we continue to scale, and you know how to source, assess, and close strong support talent
Proven track record owning support metrics end to end (CSAT, NPS, response and resolution SLAs, cost per contact) and using data to drive decisions
Experience selecting, implementing, and consolidating support tooling; familiarity with AI-assisted support, deflection, and self-service strategies
Experience leading hardware, field service, install, or distributor/channel support is strongly preferred, but not required
Experience building and improving performance management initiatives through metrics and coaching
Experience managing offshore or distributed teams is preferred
Excellent written and verbal communication skills, with the presence to work directly with senior leadership and with customers
A customer-obsessed, roll-up-your-sleeves mindset and the ability to operate effectively in a fast-paced, high-growth environment
B.A., B.S. or equivalent degree preferred, but not required
