Senior Director, Customer Support

10+ years of post-sales experience in a technical support role, or equivalent position, ideally in B2B SaaS 5-8+ years leading and scaling global technical customer support teams Experience supporting enterprise-grade SaaS platforms with strict SLAs, uptime requirements, and incident management protocols. Proven track record delivering high CSAT, low response/resolution times, and strong operational outcomes Strong executive communication skills, with comfort interacting with C-suite and technical stakeholders Experience running escalations and incident response with engineering and product stakeholders Deep expertise in support tooling, workflows, analytics, and automation Hands-on experience applying AI in support environments such as chatbots, automation workflows, or generative AI assistants. Understanding of compliance, security, or GRC environments (preferred) Familiarity with Intercom, Jira, Sigma, and modern AI/automation tooling (preferred)

Own the global support operating model, including tiering, workflows, routing logic, SLAs, and escalation governance. Set support KPIs, service-level expectations, and team goals. Lead forecasting, capacity planning, workforce management, and staffing strategy. Ensure the support operating model meets enterprise-grade standards for uptime, reliability, and incident readiness. Mentor and develop support managers and team leads. Elevate team capabilities through structured coaching, skill development, and training programs. Recruit and scale a diverse, high-performing support team. Drive automation and AI-enabled support workflows. Implement and optimize AI-powered capabilities. Own tooling strategy across Intercom, Jira, Sigma, and internal systems. Eliminate single points of failure through systematization, documented processes, and cross-training. Own the knowledge management strategy. Lead the team through escalations, critical incidents, and high-stakes interactions. Lead communications and coordination during high-severity incidents. Ensure proactive communication, tight coordination with CS and Product, and strong root-cause resolution practices. Maintain industry-leading customer satisfaction ratings. Oversee the classification and escalation of product issues. Partner closely with Product and Engineering on issue classification, RCA, roadmap inputs, and platform reliability. Collaborate with Customer Success, PS, and Sales Engineering. Translate customer insights into strategic recommendations.