Director, Product Support - Remote

Overview

The Senior Director, Product Support will lead and manage a team of Product Support Supervisors, Managers, and staff, responsible for ensuring that service level agreements are consistently met and fostering cross-department collaboration.

In Short

• Lead and manage a high-performing product support team.
• Create and manage global support strategy.
• Establish and monitor key support metrics.
• Serve as a senior point of contact for key accounts.
• Engage directly with enterprise customers.
• Drive improvements in support processes and systems.
• Collaborate with product and engineering teams.
• Oversee support tooling and knowledge base management.
• Integrate company values into strategies and operations.

Requirements

• Bachelor's degree required; advanced degree preferred.
• 18+ years of product and technical support experience.
• 10+ years of experience managing teams.
• Exceptional communicator with senior stakeholders.
• Experience with support tools like Freshdesk, Zendesk, Salesforce.
• Strong problem-solving and analytical skills.
• Ability to develop clear points of view supported by data.
• Experience with enterprise SaaS preferred.
• Proven executive leadership and strategic impact.

Benefits

• Discretionary annual bonus.
• Health insurance.
• Retirement savings benefits.
• Life insurance and disability benefits.
• Parental leave.
• Paid time off for sick leave and vacation.