Edtech.com's Summary

Frontline Education is hiring a Director, Client Support to lead their Tier 4 support organization. The role involves building and guiding a specialized team to resolve complex technical issues, improve client experience, and collaboratively influence product quality and innovation by integrating frontline client insights with product development.

Highlights

Lead a Tier 4 support team focused on resolving complex technical challenges and enhancing client experience.
Establish scalable support processes for consistency and continuous improvement.
Manage high-impact incidents and executive escalations with clear communication and follow-through.
Use support metrics and client feedback to identify product reliability improvements.
Partner with Product and Engineering teams to reduce issues and influence roadmap priorities.
Develop and mentor Tier 4 engineers and service request engineers.
Experience required in technical support leadership, client experience, or customer operations within SaaS environments.
Strong understanding of support metrics like client satisfaction and time to resolution.
Competitive compensation range of $140,000 to $170,000 plus comprehensive benefits including medical, dental, vision, and retirement programs.
Focus on AI integration, continuous learning, and fostering a collaborative team culture.

Director, Client Support Full Description

Director, Client Support

Location: United States

Description

Director, Client Support

Location: Remote, US

How you'll contribute to our mission

Frontline Education is seeking a strategic and people-centered Director of Client Support to lead our Tier 4 support organization. In this role, you will guide a highly specialized team responsible for resolving complex technical challenges, strengthening the client experience, and helping our products continuously improve.

You will partner closely with Product, Engineering, and Client Experience teams to ensure that client insights directly influence product quality, reliability, and innovation. By connecting frontline support intelligence with long-term product improvements, you will help ensure the educators and administrators we serve receive dependable, high-quality solutions that support the work happening in schools every day.

This role is ideal for a leader who thrives at the intersection of client experience, technology, and operational strategy and who is energized by building teams and systems that scale with growth.

How you'll drive success

• Build and lead a high-performing Tier 4 support team that resolves complex technical challenges and strengthens the overall client experience.

• Establish scalable support processes that promote consistency, transparency, and continuous improvement across support operations.

• Guide the team in resolving high-impact incidents and executive escalations, ensuring clear communication, thoughtful analysis, and meaningful follow-through.

• Use support metrics, operational insights, and client feedback to identify patterns and opportunities to improve product reliability and support outcomes.

• Translate technical insights and client experiences into clear recommendations that inform product enhancements and long-term platform quality.

• Partner closely with Engineering and Product leaders to reduce recurring issues, improve defect prevention, and influence roadmap priorities.

• Encourage proactive problem solving and knowledge sharing across the support organization to improve efficiency and elevate the overall client experience.

• Identify and introduce tools or technologies that help teams work more effectively while maintaining a human-centered approach to client service.

• Foster a culture of accountability, collaboration, and continuous learning within the support organization.

• Lead and develop Tier 4 engineers and service request engineers through coaching, mentorship, and thoughtful performance development.

• Serve as a key voice in cross-functional discussions that shape support strategy, product quality, and long-term client success.

What you bring to help us grow

• Significant experience leading technical support, client experience, or customer operations teams within a SaaS environment.

• Experience managing complex support environments that include escalations, incident management, and cross-functional coordination.

• Strong understanding of support performance metrics such as client satisfaction, time to resolution, backlog management, and operational efficiency.

• Experience partnering with product and engineering teams to translate client insights into product improvements.

• Demonstrated ability to build high-performing teams, develop talent, and create an environment where people feel empowered to solve problems.

• Background in enterprise client success, technical support leadership, or customer operations.

• Experience using data and operational insights to guide strategy, prioritize improvements, and drive measurable outcomes.

• MBA, advanced degree, or strategy consulting experience is helpful but not required.

What you'll need to thrive

• Strategic thinking with the ability to translate complex support challenges into scalable operational solutions.

• Comfort navigating fast-changing environments and identifying opportunities for improvement even when priorities shift.

• Curiosity and openness to new tools, technologies, and approaches that improve how teams work.

• Clear communication skills that help bridge technical discussions with cross-functional partners and executive stakeholders.

• A collaborative leadership style that builds trust across teams and encourages shared ownership of client outcomes.

• A thoughtful approach to problem solving that balances urgency with long-term improvements.

Our Mission, Our People, Our Purpose

At Frontline Education, we’re reimagining what’s possible by becoming an AI-first organization, transforming how we think, work, and serve the educators who shape our schools every day. By using AI in thoughtful, practical ways, we’re creating tools that help educators save time, gain insights, and focus more on what matters most — their students.

As part of our team, you’ll be expected and empowered to build and apply AI skillsets that grow with you, because at Frontline Education, technology amplifies what matters most: the human drive to learn, improve, and make a difference.

How We Support Growth, Balance, and Well-Being

• Personalized Time Off: Take time when it’s needed most — whether that’s a family vacation, a reset day, or simply time to rest and refocus.
• Paid Sick Time: Separate, dedicated sick leave to care for yourself or loved ones.
• Volunteer Time Off: Paid time to give back and support causes that matter to you.
• Ten Paid Holidays: Enjoy meaningful moments and traditions throughout the year.
• Our Philosophy: We believe time away from work helps you bring your best self to it.

Continuous Learning and Growth

• World-Class Learning Access: Explore thousands of on-demand courses through platforms like LinkedIn Learning.
• Leadership & Technical Skill Building: Develop new capabilities and chart your own professional path.
• AI Empowerment: Use OpenAI tools to build fluency with emerging technology and harness AI as a creative partner for innovation and problem-solving.
• Tuition Reimbursement: Invest in formal education to advance your skills and career.
• Ongoing Learning Culture: Participate in company-led webinars on AI, inclusion, and industry trends—designed to inspire curiosity and continuous improvement.

Health, Happiness, and Purpose

• Wellness Initiatives: Company-sponsored programs that support physical, mental, and emotional well-being.
• Employee Assistance Program (EAP): Confidential support for you and your family’s needs.
• Comprehensive Benefits: Health and financial benefits that support your happiness and future.
• A Culture That Cares: At Frontline Education, we want every team member to learn, grow, and thrive—personally, professionally, and purposefully.

Compensation & Benefits

Frontline Education offers competitive compensation range of $140-170,000.00 aligned with experience, skills, and internal equity, along with a comprehensive benefits package that supports health, financial well-being, and long-term career growth.

Benefits include medical, dental, and vision coverage, retirement savings programs, and opportunities for continuous learning and development.

Inclusion, Belonging & Equal Opportunity

Frontline Education is an equal opportunity/affirmative action employer. We aspire to have an inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join our team.

Interview Process & Data Privacy

As part of our interview process, Frontline may use video conferencing tools that include photo capture and automated transcription features. A screenshot or photo may be taken at the start of the interview for internal identification and record-keeping purposes only, and transcription may be used to support notetaking and evaluation consistency. These materials are used solely by our recruiting and hiring teams, stored securely, and not shared outside the hiring process. Candidates may opt out of transcription at any time by notifying their recruiter in advance. Frontline processes this information in accordance with applicable data privacy laws and only for legitimate business purposes related to recruitment and hiring.

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Original Job Description