Senior Director, Global Customer Support
New
P
ProveFintech Identity SaaS
Location: United States (Remote)Full-TimeDirector
SalaryCompetitive salaries & Bonus Plan (for eligible roles) and Equity Plan
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Job Details
- Experience
- 12–15+ years of progressive leadership experience
- Required Skills
- Artificial IntelligenceJiraRESTful APIsSaaSZendesk
Requirements
- 12–15+ years of progressive leadership experience in enterprise technical support, customer operations, or customer success.
- Experience within global SaaS, fintech, identity, or complex cloud API environments.
- 5+ years of experience leading multi-tier global support organizations at the Director or Senior Director level.
- Proven success managing distributed teams across the US as well as offshore delivery centers or third-party outsourcing (BPO) partners.
- Strong technical depth in enterprise SaaS software, API integrations, and cloud environments.
- Expertise in contact center technology ecosystems such as Salesforce Service Cloud, Zendesk, Jira, or PagerDuty.
- Demonstrated ability to build, analyze, and optimize core support KPIs and cost-per-ticket metrics.
- Exceptional verbal and written presentation skills for C-suite stakeholders.
- Bachelor’s degree in Computer Science, Information Technology, Business Administration, or equivalent experience.
Responsibilities
- Build, scale, and lead a high-performing global support organization consisting of US-based engineers and offshore multi-tier support teams.
- Direct offshore vendor partnerships, BPO relationships, and captive international teams, ensuring follow-the-sun coverage.
- Define and execute the global technical support strategy, aligning organizational goals with enterprise customer growth.
- Implement AI-driven workflows, generative AI tools, and proactive self-service capabilities to deflect transactional inquiries.
- Define and implement an escalation management process for critical platform incidents and high-value enterprise customer issues.
- Partner with Product, Engineering, and Revenue leadership to channel support insights into product roadmap improvements.
- Establish and monitor global performance frameworks including CSAT, SLA attainment, MTTR, and First Contact Resolution.
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