Director, Support Engagement Lead - Remote

Overview

The Director of Support Engagement Lead at Braze will be a pivotal member of the Customer Experience department, responsible for transforming customer experience through exceptional support services for strategic and enterprise-level customers.

In Short

• Lead a high-performing team of Support Engagement Leads.
• Develop and implement regional and global strategies.
• Manage financial performance including budget planning.
• Foster key internal and external relationships.
• Communicate effectively with stakeholders.
• Support the SEL sales motion from qualification to closure.
• Oversee resource management and talent development.
• Ensure compliance with regulatory standards.
• Create new offerings to improve growth and reduce churn.
• Drive operational excellence within the team.

Requirements

• 8+ years in technical support or customer success.
• 3+ years in a leadership role.
• Strong technical acumen and problem-solving skills.
• Excellent communication and interpersonal skills.
• Understanding of customer engagement platforms.
• Experience in recruiting and developing talent.
• Ability to manage budgets and deliver against forecasts.
• Proficient in strategic planning and execution.
• Experience in operational excellence and resource management.
• Collaborative mindset and ability to influence.

Benefits

• Competitive compensation including equity.
• Flexible paid time off.
• Comprehensive medical, dental, and vision plans.
• Professional development opportunities.
• Retirement and Employee Stock Purchase Plans.
• Family services including paid parental leave.
• Community engagement opportunities.
• Collaborative and fun workplace culture.
• Employee Resource Groups for community support.
• Recognition as a Great Place to Work.