Regional Director, Customer Support
New
J
JobgetherTechnology
Fully remote position within the United States.Full-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 10+ years of relevant professional experience, including typically 5+ years of people management experience.
- Required Skills
- Data AnalysisPeople ManagementCross-functional Team LeadershipCustomer support
Requirements
- Bachelor's degree or equivalent professional experience.
- 10+ years of relevant professional experience within the support function.
- Typically 5+ years of people management experience.
- Proven experience leading large, multi-team customer support organizations.
- Demonstrated ownership of regional or organizational performance across KPIs, SLAs, and operational metrics.
- Experience leading cross-functional initiatives and implementing operational improvements at scale.
- Strong leadership, prioritization, and decision-making capabilities.
- Excellent communication skills for engaging executive stakeholders, customers, and technical teams.
- Strong analytical capabilities to translate performance data into actionable improvements.
- Deep understanding of customer support operations, escalation management, and performance management.
- Strong understanding of technology products and industry practices.
Responsibilities
- Lead regional or multi-team customer support organizations to consistently deliver high-quality service aligned with SLAs, KPIs, and customer expectations.
- Oversee high-severity and executive-level customer escalations, ensuring effective communication and successful resolution.
- Own regional performance across customer support KPIs, operational metrics, and customer outcomes.
- Identify recurring product failures and partner with Product and Engineering teams to drive meaningful improvements.
- Recommend and implement tools, infrastructure improvements, automation, and AI-enabled solutions to increase operational efficiency.
- Establish effective reporting, dashboards, and operational reviews to ensure performance visibility.
- Drive structured problem management practices to identify root causes and implement corrective actions.
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