WHO WE ARE

LoadUp is a modern junk removal and home services company leveraging proprietary technology to connect consumers with a nationwide network of independently contracted service providers. We pride ourselves on being a customer-centric organization, revolutionizing the way home services are delivered. 

We are looking for talented, committed, driven individuals to join our team! LoadUp is a certified Great Place to Work® and is among Inc.’s list of the 5000 Fastest-Growing companies four years in a row (2019 - 2023).

OUR CORE BELIEFS

At LoadUp, we exist to glorify God by pursuing excellence in all we do. Our definition of excellence is not perfection but rather a commitment to continual improvement, attention to detail, and the highest level of integrity. While each team member has a specific, clearly defined role, we’re all connected by a strong set of core beliefs that have been developed to foster advancement and guide our decisions. To bring out the best in our people, we look for individuals who exhibit these core beliefs every day.

• Profit Drives Purpose - We believe running a profitable business affords us the opportunity to fulfill our professional and personal purpose in life.
• Right Shell - We constantly need to be evaluating whether our processes, systems, and people are right sized for maximum agility.
• Own It - Everyone has a stake in the company and, therefore, is responsible for their performance.
• Fellowship Matters - We believe there is power and connection in being present in the same physical space.
• Live in Truth - We’re committed to winning the right way. Call it like it is. No sugar coating.
• Action Over Words - Words are important but 1000 words get trumped by 1 intentional action.
• Build to Last - We’re building this company to last and withstand the test of time. We play the long game in our decision-making and execution.

POSITION OVERVIEW

We are seeking a strategic, results-driven Director of Support Operations to lead our Customer Support and Field Operations teams. This key leadership role will oversee all aspects of LoadUp’s service and support experience—ensuring high levels of customer satisfaction, operational efficiency, and scalable fulfillment. The ideal candidate is an experienced people manager with strong analytical and process optimization skills, a passion for delivering exceptional customer and contractor experiences, and the ability to thrive in a fast-paced, tech-enabled environment.

Key Responsibilities:

• Own and evolve the vision for customer support and operational excellence across LoadUp’s service platform.
• Lead cross-functional Support and Fulfillment Operations teams, including managers, supervisors, and frontline staff.
• Design and execute strategies that optimize the entire LoadUp order lifecycle—from booking to issue resolution.
• Oversee daily order fulfillment, including provider dispatch, job acceptance, and delivery performance across markets.
• Collaborate with the Supply team to ensure optimal balance between service provider capacity and customer demand.
• Drive sourcing and onboarding initiatives for new third-party providers when coverage gaps occur.
• Lead customer and provider support strategies focused on rapid, effective issue resolution and high satisfaction.
• Manage internal and outsourced support teams, ensuring scalable processes, high performance, and consistent service standards.
• Improve contact handling times, first contact resolution, and CSAT/NPS through training, QA, and systems development.
• Monitor, analyze, and report on operational and support KPIs to inform strategic decisions.
• Identify failure points in the order journey and implement process improvements to reduce errors and manual intervention.
• Own incident management protocols and escalation procedures during peak times and service disruptions.
• Partner with Product, Sales, and Supply teams to translate operational insights into platform and process enhancements.
• Represent support and fulfillment operations at the leadership level, championing service quality and stakeholder feedback.

Qualifications:

• 7–10+ years of experience in operations leadership roles, preferably within tech-enabled service, logistics, or marketplace/platform businesses.
  
• Proven track record managing and scaling teams.
  
• Experience working with outsourced or hybrid support models.
  
• Strong data orientation with experience in operational reporting, workforce planning, and performance optimization.
  
• Excellent communication and leadership skills, with the ability to inspire and develop high-performing teams.
  
• Proficiency in tools such as HubSpot, Kustomer, Aircall or similar support platforms; familiarity with contractor apps or logistics software is a plus.
  
• Bachelor’s degree required; MBA or advanced degree preferred.

PERKS

• Competitive Salary 
• Medical, Dental, Vision, and Life Insurance Benefits
• Flexible Spending Account (FSA) or Health Savings Account (HSA)
• 401(k) with a 5% Company Match
• Paid Time Off Policy
• Employee Stipend Program
• Employee Referral Program
• Employee Recognition Program

LoadUp is an equal opportunity employer and values diversity in the workplace. We encourage all qualified individuals to apply.