Senior Director, Global Customer Support
New
P
ProveSaaS Fintech
US RemoteFull-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
- JiraSaaSZendesk
Requirements
- 12–15+ years of progressive leadership experience in enterprise technical support, customer operations, or success.
- 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, offshore delivery centers, or BPO partners.
- Technical depth in enterprise SaaS software, API integrations, and cloud environments.
- Familiarity with contact center technology ecosystems like Salesforce Service Cloud, Zendesk, Jira, and PagerDuty.
- Analytical expertise in optimizing core KPIs, root-cause models, and cost-per-ticket metrics.
- Exceptional verbal and written presentation skills for delivering operational reviews to C-suite and clients.
- Bachelor’s degree in Computer Science, IT, Business Administration, or equivalent practical experience.
Responsibilities
- Define and execute the global technical support strategy, vision, and operational framework.
- Build, scale, and lead a high-performing global organization across US-based and offshore teams.
- Direct BPO and vendor partnerships to ensure quality service and follow-the-sun coverage.
- Drive digital transformation by integrating AI, generative tools, and self-service automation.
- Establish and monitor key performance frameworks including CSAT, SLA, MTTR, and escalation rates.
- Manage critical enterprise escalation processes for platform incidents and high-value customer issues.
- Partner with Product and Engineering to channel support feedback into product roadmap improvements.
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