Director, Support Services - APJ
New
E
EDBData and AI
Remote IndiaFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 8+ years of progressive leadership experience in technical support, customer service, or service delivery, with at least 3 years at the Director level
- Required Skills
- Change ManagementSaaSZendeskGenerative AI
Requirements
- 8+ years of leadership experience in technical support, customer service, or service delivery.
- Minimum 3 years at the Director level or equivalent senior management role.
- Experience leading large, geographically distributed support teams in the APJ region.
- Proven track record in high-volume, high-paced SaaS or enterprise technology support.
- Experience managing regional P&L or budget responsibility.
- Strong stakeholder management and executive communication skills.
- Hands-on experience with CRM systems like Salesforce Service Cloud or Zendesk.
- Deep expertise in change management and organizational transformation.
Responsibilities
- Lead and grow a high-performing APJ technical support organization spanning multiple countries.
- Develop and execute a regional support roadmap aligned with global strategy and growth targets.
- Oversee day-to-day support operations, ensuring high-quality service delivery and adherence to SLAs.
- Monitor and report regional KPIs including CSAT, NPS, and time-to-resolution.
- Drive adoption of Generative AI, intelligent automation, and self-service tools.
- Manage regional P&L, resource capacity planning, and workforce models.
- Collaborate cross-functionally with Customer Success, Sales, Product, and Engineering.
- Lead team development through coaching, performance management, and career pathways.
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