I recently went through the interview process for a Director of Customer Support role. The experience was well-organized and included direct conversations with senior leadership, including the CEO and a consultant supporting the business. The interviews were less focused on traditional résumé walkthroughs and more centered on real-time problem solving. Much of the discussion involved evaluating current operational challenges and thinking through how support could evolve from a reactive function into a more retention- and revenue-oriented capability. The role appears to require a blend of operational execution, strategic thinking, and revenue-oriented mindset, which makes expectations both broad and evolving. Candidates should be prepared for a high level of rigor during these conversations. There is a strong emphasis on translating insights into clear, forward-looking strategy—particularly around structuring teams, prioritizing high-impact opportunities, and connecting support operations to broader business outcomes. The process provides meaningful visibility into the complexity of the role. It is best suited for candidates who are comfortable operating in ambiguity, thinking through problems in real time, and articulating structured approaches without having full context. Overall, I appreciated the opportunity to engage with the team and gain insight into the challenges they are working to solve. It’s a thoughtful process that reflects both the ambition of the role and the evolving nature of the organization.