Director of Customer Support - Remote

Overview

As the Director of Customer Support at Sprinto, you’ll play a pivotal role in shaping and scaling a best-in-class support organization that is a competitive differentiator.

In Short

• Define and own the long-term vision for building a world class Customer Support team.
• Develop and implement a scalable, resilient 24x7 global support strategy.
• Champion a customer-obsessed culture across the organization.
• Analyze trends in support interactions to improve customer happiness.
• Leverage automation and AI to enhance support quality and scalability.
• Represent Customer Support in leadership meetings and initiatives.
• Own the hiring, onboarding, and staffing strategy for support teams.
• Build a high-performing support organization through coaching and feedback.
• Manage and mentor support team leads and individual contributors.
• Set and monitor key performance indicators to align with company objectives.

Requirements

• 12+ years of experience in B2B SaaS customer support, with 5+ years in a senior leadership role.
• Proven success in building global 24x7 multi-channel support operations.
• Familiarity with customer support platforms and automation tools.
• Strong data-driven decision-making skills.
• Experience in driving continuous improvement initiatives.
• Excellent stakeholder management skills.
• Strong technical acumen in managing technical support teams.
• A roll-up-your-sleeves attitude in a fast-paced startup environment.

Benefits

• Remote First Policy.
• 5 Days Working With FLEXI Hours.
• Group Medical Insurance for family.
• Group Accident Cover.
• Company Sponsored Device.
• Education Reimbursement Policy.