Director, Customer Solutions at Relay

Raleigh, North Carolina, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Frontline Worker TechnologyIndustries

Requirements

Based in Raleigh, NC and able to work in the office 5 days a week
Strong leader, builder, and contributor capable of scaling a growing function and customer base
Experience leading operational support for customers from SMB to Fortune 500 across industries like Manufacturing, Hospitality, Healthcare, and beyond
Ability to set the bar for excellence in resolving and mitigating customer issues with expedient and accurate resolutions
Expertise in leveraging human + agentic AI to solve surfaced and unsurfaced problems of varying technical and relational complexity
Proven success as a builder, scaler, and critical operator in a high-growth environment

Responsibilities

Report to the VP of Operations and lead/scale the Customer Solutions function (currently 16 team members)
Directly lead the Core Support (Tier 1 & Tier 2) and Enterprise Support teams
Strategically define, staff, and grow a Technical Account Management (TAM) team based on business needs/demand
Drive productive customer solutions by accurately resolving issues that impede holistic solution performance
Ensure operational excellence, innovate on solving complex customer challenges, and foster cross-functional partnerships
Influence the customer experience trajectory to make Relay the easiest partner for customers, accelerating their business operations

Skills

Key technologies and capabilities for this role

Customer SolutionsLeadershipCustomer ExperienceOperations ManagementTeam ManagementB2B SaaSFrontline OperationsPerformance Tracking

Questions & Answers

Common questions about this position

What benefits does Relay offer?

Relay provides a comprehensive benefits package that prioritizes work/life integration and supports personal and professional development.

Is this role remote or based in a specific location?

The role is based in Raleigh, NC, as part of the expanding Raleigh-based Operations team, with a campus featuring fitness center, outdoor sports courts, cafeteria, and modern workspaces.

What skills and qualities are needed for the Director, Customer Solutions role?

The role requires strong leadership, builder mindset, and operational skills to scale the Customer Solutions function, set excellence in resolving customer issues, and drive expedient resolutions using human + agentic AI across technical and relational complexities.

What is the company culture like at Relay?

Relay fosters a vibrant culture of empowerment and engagement with over 200 team members, encouraging everyone to do their best work in a world-class Raleigh campus designed for collaboration and innovation.

What makes a strong candidate for this Director role?

A strong candidate is a proven leader, builder, scaler, and critical operator who can influence customer experience, drive operational excellence, and manage a team of 16 supporting SMB to Fortune 500 customers across industries.

Relay

Communication platform for workforce efficiency

About Relay

Relay is a communication platform aimed at improving workforce efficiency, especially for workers who do not have access to traditional communication tools or who use walkie-talkies. The platform utilizes Push-to-Talk (PTT) technology, which allows users to communicate instantly without the limitations of traditional walkie-talkies, such as limited range and security concerns. Relay includes features like GPS tracking, emergency alerts, and works on both mobile and desktop devices, all controlled through a voice interface. Unlike its competitors, Relay focuses on providing a subscription service that includes software integrations and regular updates to adapt to the changing needs of businesses. The main goal of Relay is to enhance communication for active workers, ensuring they can connect efficiently and safely.

Raleigh, North CarolinaHeadquarters

2015Year Founded

$46.7MTotal Funding

SERIES_BCompany Stage

Consulting, Enterprise SoftwareIndustries

201-500Employees

Benefits

Health, dental & vision

PTO

Paid sick leave

401(k) with 3% match

Paid parental leave

Connection & wellness credit

Equipment & tools

Flexible work environment

Free snacks & fun times

Risks

Emerging competitors like Apiture and Vantaca threaten Relay's market share.

Rapid AI translation advancements by others could outpace Relay's TeamTranslate feature.

Reliance on Series B funding may lead to financial instability if growth targets aren't met.

Differentiation

Relay offers real-time language translation for frontline teams, enhancing communication efficiency.

The platform integrates GPS tracking and emergency alerts, ensuring worker safety and coordination.

Relay's voice interface eliminates the need for traditional bulky walkie-talkies, improving mobility.

Upsides

Relay's Series B funding of $35M supports growth in productivity and safety features.

The demand for cloud-based communication platforms is rising, benefiting Relay's scalable solutions.

Advancements in voice interface technology enhance Relay's user interaction and accessibility.

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