Senior Director, Global Support - Remote

Overview

The Senior Director, Global Support will lead the transition from a North American technical support operation to a global services organization, responsible for the evolution of the team, tools, tech, service offerings, and overall best practices.

In Short

• Lead the build-out of global Customer Support service delivery.
• Create and execute project work streams for team growth and efficiencies.
• Implement strategic plans with business leaders for expansion.
• Utilize data from support tools like Zendesk and Forethought.
• Summarize operational status and KPIs to the business regularly.
• Drive operational rigor and streamline processes.
• Manage global support applications tech stack and service enablement programs.
• Lead a culture of continuous improvement and innovation.
• Communicate effectively with customers to enhance satisfaction.
• Resolve customer escalations quickly and effectively.

Requirements

• 10+ years of management and leadership experience in professional services.
• Experience with Agile and Continual model support.
• Experience working with third-party partners.
• BS in a related field or equivalent experience.

Benefits

• Career growth opportunities in a fast-growing SaaS company.
• $200/mo for personal enhancement expenses.
• Remote and hybrid work options available.
• Comprehensive health coverage.
• 401K with match or pension with match.
• Competitive compensation and bonus program.
• Flexible vacation policies.
• Time off for birthdays and volunteering.
• Employee resource groups.
• Opportunities for team and company-wide events.