As the Director of Customer Support, you will provide enterprise grade assistance to our customers while building a scalable support infrastructure to support our growing user base. You will be responsible for the definition and execution of the end-to-end support model from Tier 1 through Tier 4.  The Customer Support organization will provide real time chat and offline support to customer end users, managers as well as systems administrators.

If a customer support team member is unable to resolve a customer’s complaint, they will escalate the resolution to the customer support leader. Managing escalations requires significant customer management skills and diplomacy to ensure that the customer is satisfied.

Role & Responsibilities: 

  • Lead the design &  improvement of Legion’s customer support model for for middle through large enterprise customers with goals of achieving:
    • World class support at a low cost/ticket  
    • Rapid adoption of the Legion solution 
    • High store manager & team member customer satisfaction 
  • Must define overall flow using modern technologies,  principles of ticket avoidance with a focus on establishing a highly effective  knowledge base for internal and external use.
  • Help Legion implement and refine a scalable ticket management & real time chat system to support a rapidly growing user base 
  • Respond to and assist Legion users via chat, email and or phone as needed 


  • Experienced at implementing and running  a modern Customer Support operations 
  • Passion for creating a delightful customer experience for all Legion users
  • Strong diagnostic capabilities to assess customer reported problems and determine whether it’s a software or user root cause. 
  • Analytical problem solver that can understand a customer’s requirement and translate that into an actionable configuration of software 
  • Career driven individual looking to grow a small organization to a scalable operation in a fast paced startup environment.

Experience & Skills: 

  • Minimum 12 years technical support/customer service experience; 7+ years customer support  senior leadership experience 
  • Exceptional operational excellence experience with demonstrated organization examples
  • Self-starter and problem solver that is comfortable working in a fluid and flexible work environment 
  • Experience with Zendesk, Confluence, Intercom and Jira highly desired 
  • Must be a highly motivated, enthusiastic team player, driven by delighting customers 
  • Exceptional situational presence, relationship building, intellect, ethics, and judgment that engenders credibility and trust

Legion is an equal opportunity employer. All applicants will be considered for employment without attention to race, religion, color, sex, sexual orientation, gender identity, age, national origin, veteran, disability status, or any other basis covered by appropriate law.

Job Applicant Privacy Policy

This Job Applicant Privacy Policy (“Policy”) describes how Legion Technologies, Inc. (“Legion”, “we”, “us” and “our”) collects, uses, and discloses “personal information” as defined under California law from and about job applicants who are residents of California.

This Policy does not apply to our handling of data gathered about you in your role as a user of our consumer-facing services. When you interact with us as in that role, the Legion Privacy Policy applies.

  1. Types of Personal Information We Handle

    We collect, store, and use various types of personal information through the application and recruitment process. We collect such information either directly from you or (where applicable) from another person or entity, such as an employment agency or consultancy, background check provider, or other referral sources. This information includes:

    • Identification and contact information, and related identifiers such as full name, date and place of birth, citizenship and permanent residence, home and business addresses, telephone numbers, email addresses, and such information about your beneficiaries or emergency contacts.
    • Professional or employment-related information, including:
      • Recruitment, employment, or engagement information such as application forms and information included in a resume, cover letter, or otherwise provided through any application or engagement process; and copies of identification documents, such as driver’s licenses, passports, and visas; and background screening results and references.
      • Career information such as job titles; work history; work dates and work locations; information about skills, qualifications, experience, publications, speaking engagements, and preferences; and professional memberships
    • Education Information such as institutions attended, degrees, certifications, training courses, publications, and transcript information.
    • Legally protected classification information such as race, sex/gender, religious/ philosophical beliefs, gender identity/expression, sexual orientation, marital status, military service, nationality, ethnicity, request for family care leave, political opinions, and criminal history.
    • Other information such as any information you voluntarily choose to provide in connection with your job application.
  2. How We Use Personal Information

    We collect, use, share, and store personal information from job applicants for our and our service providers’ business and operational purposes in the recruitment process such as: processing your application, tracking your application through the recruitment process, contacting references with your authorization, conducting background checks you authorize, and making hiring decisions. We will also use job applicant information for internal analysis purposes to understand the applicants who apply and to improve our recruitment process. We may sometimes need to use applicant information for legal purposes, such as in connection with any challenges made to our hiring decisions.

  3. With Whom We Share Personal Information

    We will disclose job applicant personal information to the following types of entities or in the following circumstances (where applicable):

    • Internally: to other Legion personnel involved in the recruiting and hiring process.
    • Vendors: such as technology service providers, travel management providers, human resources suppliers, background check companies, and employment agencies or recruiters, where applicable.
    • Legal Compliance: when required to do so by law, regulation, or court order or in response to a request for assistance by the police or other law enforcement agency.
    • Litigation Purposes: to seek legal advice from our external lawyers or in connection with litigation with a third party.
    • Business Transaction Purposes: in connection with the sale, purchase, or merger.
  4. How to Contact Us About this Policy – If you have any questions about this Policy, please contact

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