Director, Customer Support at Playground

Denver, Colorado, United States

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Child Care, EdTech, SaaSIndustries

Requirements

3–5 years of experience leading customer support or operations teams at a B2B SaaS company
Proven success managing metrics, improving processes, and driving measurable customer satisfaction
A people-first mindset with a passion for coaching, developing, and motivating teams
Excellent communication and problem-solving skills
Experience with support platforms like Intercom, Salesforce, and Linear
Strong organizational skills and the ability to thrive in a fast-paced, evolving environment
Strong system skills to help build AI enabled support systems and tools
A proactive, “roll up your sleeves” attitude and willingness to jump in wherever needed
Open to a fully in-person role in Denver, CO

Responsibilities

Lead and Coach the Team: Manage and mentor a team of support specialists, ensuring top-tier service across chat, email, and phone
Drive Operational Excellence: Track KPIs, SLAs, and team performance metrics to improve response times and quality
Collaborate Cross-Functionally: Partner with Product, Engineering, and Customer Success to troubleshoot complex issues and surface key insights
Elevate the Customer Experience: Build scalable processes that ensure every customer interaction is seamless and empathetic
Recruit and Train: Hire, onboard, and develop new team members as Playground continues to expand
Act on Feedback: Gather customer insights, document recurring issues, and collaborate with Product to drive improvements
Stay Product-Savvy: Maintain a deep understanding of Playground’s platform to empower your team and guide customers effectively
Prepare for Scale: Anticipate needs, improve workflows, and ensure our support systems evolve as our customer base grows

Skills

Key technologies and capabilities for this role

Team ManagementMentoringCustomer SupportKPI TrackingSLA ManagementPerformance MetricsOperational ExcellenceChat SupportEmail SupportPhone Support

Questions & Answers

Common questions about this position

Is this position remote or onsite?

This is an onsite position.

What experience is required for the Director, Customer Support role?

Candidates need 3–5 years of experience leading customer support or operations teams at a B2B SaaS company, proven success managing metrics and improving processes, and a people-first mindset.

What is the salary or compensation for this role?

This information is not specified in the job description.

What is the company culture like at Playground?

Playground has a team of owners unafraid to dive into large, complex projects, focused on solving high-impact problems in a growing startup while working closely with company leadership.

What makes a strong candidate for this Director, Customer Support position?

A strong candidate has 3–5 years leading support teams in B2B SaaS, experience driving metrics and customer satisfaction, and a people-first approach, with a passion for hands-on leadership and scaling operations.

Playground

Platform for hosting and sharing virtual events

About Playground

PlaygroundApp.com provides a platform for creators and cultural makers to host and share virtual events and experiences, ranging from operas to raves. The platform connects people globally, allowing users to discover and participate in cultural events from anywhere. It serves artists, musicians, and cultural enthusiasts, helping them reach wider audiences and monetize their events. PlaygroundApp operates in the growing virtual events market, offering a curated selection of experiences that cater to diverse interests. The company generates revenue through ticket sales, subscription fees, and partnerships, supporting both free and paid events to engage a broad user base.

New York City, New YorkHeadquarters

2019Year Founded

$3.3MTotal Funding

SEEDCompany Stage

VR & AR, EntertainmentIndustries

11-50Employees

Risks

Emerging competition from platforms like Saakuru Labs could divert attention from Playground.

User adoption may be challenging if Playground doesn't differentiate from existing platforms.

A shift back to in-person events could reduce demand for virtual experiences.

Differentiation

Playground offers a unique blend of virtual and cultural arts events.

The platform connects global audiences through shared cultural experiences.

Playground supports both free and paid events, catering to diverse user preferences.

Upsides

Increased demand for hybrid events expands Playground's audience reach.

AI-driven content curation can enhance user engagement on Playground.

5G technology improves Playground's livestream quality and interactive features.

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