Associate Director, Customer Support

Brief Description

Job Description: Associate Director, Customer Support

Company: Malco Group

Department: Customer Support & Operations

Reports To: Director of Customer Support

Location: Annandale, MN - Hybrid

Position Overview

The Malco Group is seeking an Associate Director, Customer Support, who will play a key leadership role in supporting and scaling customer support operations across the Malco Group. This role focuses on operational execution, cross-functional partnership, and team leadership of customer support within a multi-site environment.

The Associate Director partners closely with operations and sales to improve customer experience, and ensure consistent, high-quality service across locations. This role serves as a connector between Customer Support, Sales, Operations, and other key functions, translating strategy into day-to-day execution.

Essential Duties

Customer Support Operations & Execution

• Support the execution of Malco Group–wide customer support strategy and initiatives
• Help standardize customer support processes, tools, and service expectations across sites
• Monitor performance metrics and identify opportunities for operational improvement
  
  

Multi-Site Team Leadership

• Provide leadership, coaching, and day-to-day support to customer support teams across The Malco Group
• Reinforce consistent expectations, training, and accountability across locations
• Support staffing, onboarding, and development efforts in partnership with People Operations
  
  

Customer Experience & Escalation Support

• Serve as a senior escalation point for complex or recurring customer issues through the Traction L10 meeting process
• Ensure professional, timely, and consistent customer communication
  
  

Cross-Functional Collaboration

• Act as a liaison between Customer Support, Sales, Operations, Finance, and IT
• Support cross-functional projects tied to customer experience
  
  

Reporting & Insights

• Track and report on customer support KPIs and operational trends
• Provide insights and recommendations to leadership based on data and customer feedback
• Support executive updates and enterprise-level reporting
  
  

Education/Experience

Required

• Bachelor’s degree or equivalent experience
• 8-10 years of experience in customer support, customer service, or customer experience roles
• Prior experience leading teams, preferably across multiple locations or functions
• Strong operational, analytical, and communication skills
  
  

Preferred

• Experience in manufacturing, distribution, or multi-brand organizations
• Familiarity with CRM and customer support platforms
• Oracle experience
• Demonstrated success working cross-functionally in complex organizations
  
  

Ability to travel 10-20%

First 12-Month Success Metrics

• Customer Support Automation & Scalability: Improve efficiency and consistency through automation.
• Partner in the identification and implementation of customer support automation improvements
• Help establish baseline metrics and contribute to a measurable reduction in manual handling or rework
• Support adoption and consistent use of automation tools across all sites
• Improve visibility into customer inquiries and resolution status through standardized reporting
• Purchase Order (PO) Process Improvement Project: Improve the customer-facing “One PO” experience.
• Support or lead cross-functional mapping of the end-to-end PO process as it relates to all categories.
• Identify recurring PO-related customer issues and root causes
• Help implement process improvements that reduce PO-related customer escalations
• Clarify ownership, communication, and handoffs that impact customer support
• Customer Support spends less time troubleshooting preventable PO issues
• Connector Between Sales & Operations: Strengthen alignment between Sales, Operations, and Customer Support.
• Establish and maintain a regular communication cadence with Sales and Operations
• Help define escalation paths and service expectations for customer-impacting issues
• Improve handoff clarity from Sales to Operations, reducing downstream customer issues
• Proactively surface trends or friction points affecting customers
• Standardization Across Multi-Site Teams: Support consistency in customer experience across all locations within The Malco Group
• Assist in rolling out standardized service expectations, workflows, and escalation protocols across The Malco Group
• Reinforce consistent training, tools, and performance expectations across sites for customer support team
• Help reduce variability in customer experience between locations
• Team Leadership & Development: Build strong frontline leadership and engaged teams.
• Provide coaching and day-to-day leadership support to customer support supervisor/manager
• Support onboarding, performance management, and development conversations
• Improve clarity, engagement, and accountability within teams
• Reporting, Insights & Executive Support: Deliver actionable insights to leadership.
• Set and track quarterly rocks for customer support team in alignment with the company VTO
• Contribute insights and recommendations based on customer data
• Support preparation of executive-level updates and reporting
• Leadership has clear, reliable insight into customer support performance
• Customer data is used proactively to guide decisions
• Customer Support is viewed as a strategic operational partner
  
  

Benefits And Perks

The Malco Group recognizes the importance of offering comprehensive benefits and perks to its employees, including:

• 401k with company matching.
• Medical, Dental & Vision Insurance
• Company paid life insurance and paid short-term disability.
• Paid time off