Regional Director Customer Support

About the Company

The organization is an equal opportunity employer, including consideration for veterans and individuals with disabilities. Applicants with disabilities may request reasonable accommodations during the hiring process.

About the Role

This is a full‑time, remote position based in the United States. Applicants must be legally authorized to work in the United States.

The Regional Director, Customer Support is responsible for leading a regional or large multi‑team support organization, ensuring delivery of high‑quality customer support while driving operational performance, strategic alignment, and continuous improvement. This role combines strong technical and customer expertise with leadership accountability for KPIs, financial performance, and cross‑functional alignment.

Responsibilities

• Ensure regional teams deliver consistent, high‑quality customer support aligned with SLAs, KPIs, and customer expectations.
• Ensure teams are proactive in customer communication, issue resolution, and escalation management.
• Handle high‑severity and executive‑level customer escalations, ensuring strong communication and resolution outcomes.
• Own regional performance across KPIs, SLAs, and customer outcomes, ensuring accountability across teams.
• Ensure effective prioritization and resolution of high‑impact and high‑priority customer issues.
• Drive consistency through reporting, dashboards, and operational governance.
• Identify key product failure areas and partner with Product and Engineering to drive improvements.
• Analyze support trends and recurring issues to inform continuous improvement and reduce future escalations.
• Drive structured problem management practices, ensuring root causes are identified and long‑term solutions are implemented.
• Oversee resolution of critical incidents and escalations, ensuring alignment, prioritization, and timely resolution.
• Ensure proactive communication with stakeholders during high‑impact incidents.
• Maintain consistency and effectiveness in escalation management practices across the region.
• Partner with senior leadership, Engineering, and Product to align regional execution with global strategy.
• Ensure regional teams collectively deliver against KPIs, SLAs, and customer expectations.
• Work with executive leadership to recommend and implement tools, infrastructure improvements, and operational efficiencies, including AI.
• Establish consistent cadences, such as reporting, reviews, and alignment meetings, to drive accountability and performance.
• Promote cross‑team collaboration, sharing insights, best practices, and lessons learned.

Qualifications

• Bachelor's degree or equivalent experience.
• 10+ years of related work experience, with expert technical knowledge within functional areas.
• Typically 5+ years of management experience.
• Experience leading large, multi‑team support organizations, including managers and senior managers.
• Proven experience owning regional performance, including KPIs, SLAs, and operational outcomes.
• Experience driving cross‑functional initiatives and operational improvements.
• Strong leadership, organizational management, and decision‑making skills.
• Strong communication skills, including the ability to engage executive stakeholders and customers.
• Ability to analyze performance data and drive improvements.
• Ability to manage performance at scale across multiple teams.
• Ability to align teams, remove blockers, and drive accountability.
• Ability to influence cross‑functional stakeholders and drive outcomes.
• Deep understanding of support operations, KPIs, SLAs, and performance management.
• Strong knowledge of product environments, customer use cases, and industry practices.

Benefits

• Comprehensive health and welfare benefit coverage.
• Paid time off.
• Paid parental leave, along with adoption and fertility support.
• Professional development opportunities.