Director of Support

PawnMate Inc. is growing, and we are looking for a Director of Support to lead and build our customer support department. PawnMate is a cloud-based software platform built for pawn shops, buy/sell stores, and FFL dealers. Our software helps business owners manage their day-to-day operations, including lending, retail sales, inventory, compliance, reporting, ecommerce, customer communication, online payments, and more. The Director of Support will be responsible for learning the PawnMate platform inside and out, leading our support team, improving support processes, training team members, and helping us deliver an outstanding customer experience. This is a hands-on leadership role. We are looking for someone who can jump in, learn the software, understand customer needs, create structure, and help build a support team that is organized, responsive, and accountable. Responsibilities Learn the PawnMate software platform in detail. Lead, manage, and develop the customer support team. Help build and improve support processes, workflows, escalation procedures, and service standards. Review support tickets and ensure customer issues are handled in a timely and professional manner. Train and coach support team members. Work closely with onboarding, development, sales, and leadership teams. Identify recurring customer issues and communicate them to the development team. Help create and improve internal documentation, customer-facing help articles, AI support, FAQs, and training materials. Track support performance, including response times, resolution times, open tickets, recurring issues, and customer satisfaction. Communicate with customers professionally, especially when issues are complex or require escalation. Help create a support culture focused on ownership, accountability, communication, and excellent service. Assist with hiring, training, and building the support team as the company grows. Recommend improvements to the customer support experience and internal support operations. Qualifications Experience in customer support, technical support, SaaS support, software support, or customer success. Previous experience leading or managing a support team is strongly preferred. Strong ability to learn complex software systems. Excellent written and verbal communication skills. Strong organizational and problem-solving skills. Ability to stay calm and professional when working through customer issues. Comfortable working with ticketing systems, software platforms, and internal processes. Ability to train, coach, and hold team members accountable. Experience working with software developers or product teams is an asset. Experience with POS software, payments, ecommerce, inventory, compliance, or similar systems is helpful. Pawn industry experience is helpful but not required. Ideal Candidate The ideal candidate is a hands-on support leader who is willing to learn the product in detail, work directly with customers when needed, and build the systems and team around that knowledge. We are looking for someone who can bring structure, improve communication, create better processes, and help PawnMate continue to provide excellent support as we grow. This role is a good fit for someone who enjoys solving problems, leading people, improving systems, and helping customers succeed with software. What We Offer Full-time leadership opportunity with a growing software company. Opportunity to build and shape the support department. Direct involvement with company leadership. A specialized industry with loyal customers and long-term growth potential. Competitive compensation based on experience. Opportunity to make a real impact on customer experience, internal operations, and company growth. Compensation Compensation will be based on experience, leadership ability, and technical support background.

Expected salary range:

$85,000 to $120,000 per year The higher end of the range will be reserved for candidates with strong experience leading a software support, SaaS support, or technical support team. Additional compensation may be considered based on performance, experience, and the successful development of the support department. Schedule Monday to Friday 9a to 6p

ET Full-time Work Location Detroit, Michigan Pay:

$85,000.00 - $120,000.00 per year

Work Location:

In person