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Job description
Company: SimpleConsign (an Emporia Holdings company, backed by K1 Investment Management)
Location: Hybrid—Columbia, MO OR Foxborough, MA (2 days/week)
Reports to: CFO
Compensation: $150,000 + bonus
About the role
SimpleConsign is the point-of-sale and inventory platform trusted by thousands of consignment, resale, and antique mall operators across North America. Our customers are owner-operators. We're hiring a Director of Support and Onboarding to own that entire post-sale experience. You'll lead both the team that gets new customers live and the team that keeps them running, and you'll be accountable for the metrics that connect the two: time-to-live, retention, and customer satisfaction. This is a builder's role, not a caretaker's. You'll inherit a capable team and a real customer base, and you'll be expected to put structure, staffing models, and reporting behind them.
What you'll own
Onboarding and implementation
Own the end-to-end new customer launch: data migration from legacy systems and spreadsheets, hardware and peripheral setup, store configuration, and training
Drive down time-to-live and time-to-first-transaction without sacrificing setup quality
Build a repeatable onboarding path that scales across customer sizes, from single-store startups to multi-location and mall operators
Partner with Sales to set accurate expectations at handoff and eliminate surprises in week one
Drive attach and activation of integrated payments and other add-on modules during onboarding
Lead the support organization across phone, email, and chat, including coverage models, escalation paths, and published SLAs
Own support quality and responsiveness: first response time, time to resolution, backlog health, reopen rate, and CSAT
Build the self-service layer, knowledge base, help center, in-app guidance, and video, to deflect volume and speed up resolution
Run a disciplined escalation and bug-triage process with Product and Engineering, and be the voice of the customer in roadmap discussions
Team and operations
Hire, coach, and develop team leads and front-line staff; build career paths that retain your best people
Build staffing and capacity models tied to ticket volume, seasonality, and new customer cohorts
Own the support and onboarding tech stack (ticketing, CRM, knowledge base, telephony) and make it produce trustworthy reporting
Report weekly and monthly on team performance, and surface the customer trends that leadership and the board should know about
What we're looking for
4+ years in customer support, implementation, or customer success, including 3+ years leading teams (and ideally leading managers)
Track record in B2B SaaS serving small and mid-sized businesses, you understand the economics of supporting a high-volume, lower-ACV customer base
Demonstrated ability to improve hard metrics: you can point to SLAs, CSAT, time-to-live, or retention numbers you moved and explain how
Comfort with the operational detail, staffing models, queue design, ticket taxonomy, capacity planning
Strong systems instincts: you've configured and reported out of tools like Intercom, SalesForce, Maxio, and HubSpot
Excellent written communication; you'll be writing to customers, to your team, and to leadership
Willing to stay close to the work, take an escalation, sit in on a migration, listen to calls
Why SimpleConsign
SimpleConsign is part of Emporia Holdings, a portfolio of software and payments businesses serving the resale market. That means the stability of an established platform with real revenue and a loyal customer base, plus the pace and scope of a company still building. You'll have direct access to leadership, real ownership over your function, and the resources to fix what needs fixing.
SimpleConsign is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.
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Worksite address
foxborough, MA, 02085, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.