Director of Customer Support

Granum is the leading software platform built for landscapers and arborists across North America. Formed through the unification of three of the industry’s most trusted solutions — LMN, SingleOps, and Greenius — Granum delivers a powerful, end-to-end software ecosystem designed to help green-industry businesses operate more efficiently, scale with confidence, and deliver exceptional service to their customers.

Granum’s platform supports every core operational function, from estimating and scheduling to crew training, invoicing, payments, and profitability tracking. Granum partners closely with its customers through hands-on onboarding and human-centered support, ensuring technology is successfully implemented and adopted in the field.

The Company is on a mission to reshape the green industry and has been recognized for both rapid growth and a people-first culture.

Highlights:

• Unified platform combining LMN, SingleOps, and Greenius under the Granum brand

• Serving 5,000+ landscaping, arborist, snow removal, and irrigation businesses across North America

• Customers have processed $4B+ in revenue using Granum solutions

• Millions of jobs managed annually through the platform

• Backed by FTV Capital, supporting accelerated growth and innovation

• Recognized as a top workplace across the U.S. and Canada: Inc. 5000 Southeast Regional: America’s Fastest Growing Companies (three years in a row)

• Comparably 2024: Best Leadership Teams and Happiest Employees

• Atlanta Business Chronicle’s Best Places to Work (multiple years)

• Built In’s Best Places to Work: Top 50 Startups in Atlanta (multiple years)

• Certified Great Place to Work Canada 2024

About the Role:

As Granum scales beyond $50M ARR, Customer Support has become a critical strategic function. The company is seeking a Director of Customer Support to own and evolve its end-to-end support model — driving speed, quality, and accountability across the customer experience.

This leader partners closely with Customer Success, Onboarding, Product, and Engineering, operating as both a strategic thinker and hands-on operator. We’re looking for a Director with VP-level thinking — someone who anticipates challenges, drives urgency, and builds a high-performing, AI-enabled support function that scales with the business.

Support Strategy & Operating Model

• Translate Granum’s best-in-class support vision into clear standards, measurable systems, and continuous improvement tied to customer and business outcomes

• Design and scale a multi-channel support organization (AI, phone, email, API)

• Establish clear boundaries and escalation pathways between Support and Engineering

• Align Support with Onboarding, CS, Product, and Marketing to deliver a seamless lifecycle experience

• Ensure Support strengthens trust, adoption, retention, and product quality

AI-First Support Execution

• Lead Granum’s AI-first support model — enhancing, not replacing, human judgment. AI should be a primary entry point without sacrificing warmth or technical depth

• Own AI deflection and AI-assisted resolution strategy

• Design clear AI-to-human handoffs that preserve context and trust

• Structure knowledge systems for both AI effectiveness and human clarity

• Run disciplined experiments to improve deflection, CSAT, and resolution speed

• Continuously refine models using performance data

Technical Support & Product Quality

• Build a strong diagnostic capability within Support

• Define and improve severity standards and prioritization frameworks

• Partner with Product and Engineering to reduce resolution time and prevent repeat issues

• Improve backlog governance and cross-functional accountability

• Drive root-cause analysis that strengthens product stability over time

People Leadership & Performance Culture

• Lead Support Managers and scale leadership capability

• Establish clear role definitions, progression paths, and performance standards

• Implement KPI-driven scorecards, structured coaching rhythms, and elevate QA standards across teams

• Build a culture of accountability, empathy, and technical rigor

Systems & Operational Excellence

• Build reporting to identify systemic drivers of volume and quality gaps. Serve as business owner for Zendesk and other Support platforms, including:

• Routing logic and workflow governance

• SLA standards and automation design

• AI integrations and CRM/CSP connectivity

• Capacity planning and seasonal staffing models

• Incident communication frameworks

• Continuously evaluate tools and workflows that improve productivity and customer experience

About you:

• 7+ years in B2B SaaS support or CX operations

• Experience leading managers and Team Leads

• Experience building KPI frameworks and performance cultures

• Demonstrated impact improving speed, deflection, and CSAT

• Experience partnering with Product and Engineering on quality

• Hands-on experience implementing AI chat or virtual agent

• Strong command of Zendesk or similar platforms

• Ability to translate operational data into executive narratives

Bonus:

• Experience in field service or operational SMB software

• Experience supporting crew-based, job-driven customers

• Experience scaling AI + human hybrid support models

• Experience with workforce management or QA tools

The extras that matter

What sets Granum apart is the commitment to innovation, collaboration, and impact. Their core values—like We Before Me, Unconditional Transparency, and The Extra 1%—create a culture where people thrive on meaningful, challenging work.

• Competitive compensation

• Best-in-class benefits, including unlimited PTO

• Committed to supporting employees' financial health through their RRSP matching program.

• Flexible remote working environment.

• A rare opportunity to build and scale at a pivotal inflection point in a $50M+ ARR SaaS business.

• Direct executive sponsorship and visibility, reporting to the VP of Customer Experience.

• Thrive in a culture that values collaboration, innovation, and customer success, with a strong commitment to employee well-being and professional growth.

Compensation: $120,000 - $160,000 base + bonus