Cut+Dry is looking for a Director of Support Operations to lead and scale our customer support organization.
This is a senior, hands-on leadership role for someone who has built support systems before — not just managed queues. You’ll own the people, processes, tooling, and operating model that power customer support, while partnering closely with Engineering, Product, and Operations.
The ideal candidate has a technical or engineering background, experience building and leading teams, and a strong instinct for turning complex, fast-moving environments into durable, repeatable systems.
- Design and own the support operating model, including tiering, escalation paths, SLAs, and success metrics
- Build scalable workflows that balance speed, quality, and long-term system health
- Continuously improve how support functions as the company grows in customer count and complexity
- Hire, mentor, and lead a high-performing support organization
- Set clear expectations, career paths, and performance standards
- Create a culture of ownership, technical curiosity, and customer empathy
- Serve as the primary escalation owner for complex technical issues
- Work with engineering to identify recurring problems and drive durable fixes
- Help define what should be solved through support, automation, tooling, or product changes
- Own internal and external documentation strategy
- Ensure support learnings are captured and reusable
- Partner with training and product teams to keep knowledge accurate and actionable
- Own support for account management, supplier configuration, and operational workflows
- Ensure file-based and API integrations are properly triaged and supported
- Oversee issue resolution related to order accuracy, billing, and payments
- Maintain high standards for data quality and operational rigor
- Define and track meaningful support metrics beyond ticket volume
- Use data to identify bottlenecks, risks, and opportunities for leverage
- Continuously raise the bar on customer experience while improving efficiency
- Engineering or strong technical background, with comfort working across systems and integrations
- Experience building and leading support or operations teams in a tech environment
- Familiarity with APIs, file-based integrations, and complex operational workflows
- Strong operational thinker who can design processes, not just execute them
- Excellent communicator across technical and non-technical audiences
- Calm under pressure, structured in ambiguity, and deeply ownership-oriented
- Bias toward fixing root causes rather than treating symptoms
Cut+Dry is a fast-growing FoodTech company transforming how food is bought and sold in the U.S. supply chain. Our platform connects distributors, suppliers, and operators through a modern ordering, payments, and operations system that saves time and drives revenue.
You’ll join a team with deep industry experience, a strong execution culture, and real ambition to build category-defining infrastructure in a massive market.