Director of Customer Support

About BriteCore

BriteCore is a leading cloud-native core insurance software platform for Property & Casualty Insurers. Our software unlocks business growth, delivers greater productivity, and provides an intuitive customer experience to a large and rapidly modernizing industry. With the BriteCore Software Platform, insurers easily administer policies, manage billing and claims, rapidly configure new products, and access detailed reporting and analytics in an all-in-one core system, including agent and policyholder portals.

Trusted by over 100 insurers across North America, BriteCore s award-winning policy administration solution enables midsize Carriers and MGAs to efficiently manage their insurance operations and effectively compete with the largest insurers. We love great technology and insurance and it shows in every aspect of our solution.

This is a fully remote based role, however candidates must be located in the US, with an ideal location in the Dallas, Texas metro area.

Summary

The Director of Customer Support will lead our Tier 1 and Tier 2 technical support teams, ensuring excellent customer service via ticketing, community forum, phone, email, and video chat. We're looking for someone who excels in building customer relationships, has enterprise engineering experience, and has led and grown software support teams. If you're ready to make an impact and thrive in a dynamic environment, we d like to chat with you.

What you ll do

• Lead and Build a High-Performing Team: Develop and manage a motivated team of Support Engineers adept at solving complex issues while maintaining a strong customer-first mentality
• Design an Advanced Support Framework: Build and implement a modern customer support structure using both traditional methods and advanced solutions like AI-assist, automation and digital-first support (community forums, in-product help)
• Deliver Tailored Customer Experiences: Strategize and execute differentiated experiences across various customer segments and key touchpoints throughout their ongoing journey with BriteCore
• Unify a Remote and Hybrid Workforce: Build and scale a collaborative, high-performing team of remote and hybrid employees, all working together to deliver exceptional customer outcomes
• Achieve Customer Excellence: Drive customer satisfaction by delivering top-tier service and maintaining a focus on continuous improvement
• Establish Clear Success Metrics: Develop a customer experience measurement approach with strategic metrics (KPIs, SLA and cadence) to help the team track progress and continually enhance performance
• Develop a Support Services Strategy: Build a comprehensive portfolio of customer-facing support services that anticipate future needs and evolve with diverse customer expectations
• Collaborate Across Teams: Work closely with cross-functional teams to align strategies and drive innovation, ensuring seamless product performance and an exceptional customer experience
• Present Key Initiatives to Executives: Use innovative tools and technologies to communicate progress, metrics, and key initiatives, driving data-driven decisions at the executive level.

What you ll bring

• Bachelor s Degree in Computer Science or related field
• 10+ years of experience in the SaaS space
• 5+ years of proven experience scaling high-performing, distributed and hybrid teams
• 3+ years of Python experience developing scalable backend solutions for enterprise SaaS
• 2+ years of experience working at a hypergrowth startup
• Advanced MySQL skills in query execution and data analysis
• Demonstrated experience in managing teams across a technical environments, handling administration, debugging, monitoring, and maintenance tasks
• Hands-on experience working with APIs, web technology and AWS Cloud Infrastructure

• Excellent verbal and written communication skills

Bonus points

• Experience working in the P&C Insurtech space

Life at BriteCore

We take pride in our dynamic, diverse team, unified by shared values of community, integrity, grit and impact. We love what we do and the people we do it with, which is why we welcome every individual, provide them with equal opportunity irrespective of their race, color, national origin, religion, age, gender identity, sexual orientation, veteran, disability or any other legally protected rights that one has.

We offer great benefits including: medical, dental, vision, 401K (with company match), disability coverage, unlimited PTO, fully paid parental leave and more.