Director, Support Engagement Lead - Remote

Overview

As a key member of our Customer Experience department, the Director of Support Engagement Lead will play a pivotal role in transforming our customer experience by delivering exceptional support services for Braze’s strategic and enterprise-level customers.

In Short

• Oversee a high-performing team of Support Engagement Leads.
• Manage regional financial performance and budget planning.
• Drive strategic partnerships and ensure high customer satisfaction.
• Communicate effectively with stakeholders in customer escalations.
• Navigate complex business challenges and make data-driven decisions.
• Support the SEL sales motion from qualification to closure.
• Oversee resource management and talent development strategies.
• Ensure compliance with regulatory standards and company policies.
• Create new SKUs and offerings to improve growth and retention.

Requirements

• 8+ years in technical support or customer success, with 3+ years in leadership.
• Experience in recruiting and developing high-performing teams.
• Strong technical acumen with the ability to simplify complex concepts.
• Excellent communication skills for senior stakeholder engagement.
• Understanding of customer engagement platforms and digital marketing.
• A technical degree or substantial career experience in related fields.

Benefits

• Competitive compensation including equity options.
• Retirement and Employee Stock Purchase Plans.
• Flexible paid time off.
• Comprehensive medical, dental, and vision plans.
• Family services including fertility benefits and parental leave.
• Professional development opportunities and learning stipend.
• Community engagement and volunteer opportunities.
• A collaborative and innovative workplace culture.