Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 23 days ago

Director of Support

Cents8 open roles

Pay
$165,000 – $185,000 a year
Where
New York, NY
Work mode
Hybrid
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowDirector of SupportCents · New York, NY

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Cents's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

8.1% of postings close within 7 days. Measured by our own scanner across the market. Cents postings stay open a median of 29 days.

Share of postings closed within
  1. 1.8%1 day
  2. 3.5%3 days
  3. 8.1%7 days
  4. 15.1%14 days
  5. 33.9%30 days
This job: posted 23 days ago

Cents median: 29 days open

The posting

About the Role

Key Responsibilities

  • Own the end-to-end support experience across Cents and LaundroWorks — define what world-class service looks like for our operators and hold the organization to that standard
  • Get the most out of four support managers and the teams beneath them — set the standard, coach and develop them into stronger leaders, give them genuine ownership of their functions, and build the structure, hiring plan, and career paths the org needs as it scales
  • Stand up a dedicated Distributor Support function focused solely on the distributor experience across both brands, and make it a driver of channel growth
  • Raise the bar on hardware, install, and distributor execution — install timelines, first-time-fix rates, RMA and escalation paths, and tight coordination with Product, Engineering, and our fulfillment partners
  • Own every support metric — CSAT, NPS, first response time, resolution SLAs, cost per contact, quality and QA — and build the reporting cadence that makes performance visible to the leadership team
  • Build a capacity and coverage model that scales with store growth without scaling cost linearly, including workforce planning, offshore leverage, AI-assisted deflection, self-service, and knowledge content
  • Own the support tooling strategy, roadmap, and budget, and unify the stack so all four functions operate from a common set of tools, data, and escalation paths
  • Serve as the voice of the customer inside the company — funnel patterns and feedback to Product and Engineering, and represent support in roadmap and scope discussions
  • Ad Hoc responsibilities as required

Role Requirements

  • At least 5 years leading customer support or technical support teams
  • At least 5 years of operational leadership experience — process design, workforce planning, budgeting, and vendor management
  • Senior leadership experience managing managers — you've led leaders, not just individual contributors, and you've built teams through periods of significant growth
  • A demonstrated track record of developing leaders — managers who grew, got promoted, or took on more responsibility under you
  • Hands-on experience recruiting, interviewing, and hiring — you’ll be building these teams out as we continue to scale, and you know how to source, assess, and close strong support talent
  • Proven track record owning support metrics end to end (CSAT, NPS, response and resolution SLAs, cost per contact) and using data to drive decisions
  • Experience selecting, implementing, and consolidating support tooling; familiarity with AI-assisted support, deflection, and self-service strategies
  • Experience leading hardware, field service, install, or distributor/channel support is strongly preferred, but not required
  • Experience building and improving performance management initiatives through metrics and coaching
  • Experience managing offshore or distributed teams is preferred
  • Excellent written and verbal communication skills, with the presence to work directly with senior leadership and with customers
  • A customer-obsessed, roll-up-your-sleeves mindset and the ability to operate effectively in a fast-paced, high-growth environment
  • B.A., B.S. or equivalent degree preferred, but not required

About Cents

Cents is a New York-based technology company building the leading platform for the $40+ billion laundry and dry cleaning industry, helping laundromats, dry cleaners, and garment care businesses start, manage, and grow. We're backed by top-tier investors including Bessemer, Camber Creek, and Sumeru Equity Partners, and we were just ranked No. 101 on the Inc 5000 for 2026. Our team is full of passionate technology experts obsessed with supporting and empowering small business owners, and we're just getting started. If you want to help elevate an entire industry, this is where that happens.

Benefits Overview

We offer great compensation packages, and comprehensive health benefits, & believe in a strong cohesive team atmosphere. Our laundry stipend, gym stipend and access to learning opportunities from our team and network of advisors, and investors are just the starting point!

  • Equity Options
  • Unlimited PTO and 12 Paid Holidays
  • Gym, Laundry and Work-from-home/Commuter stipend
  • Parental leave – Up to 14 weeks fully paid for new parents
  • Health benefits, including medical, dental, vision, mental health support, parental leave, life and AD&D insurance, and disability
  • 401(k)

Cents is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, medical condition, genetic information, marital or familial status, pregnancy or pregnancy-related conditions, military or veteran status, citizenship or immigration status, arrest or conviction record, domestic violence victim status, or any other characteristic protected by applicable federal, state, or local law.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Cents's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Cents's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Cents's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.