Senior Director, Global Support

About the role

This leader will own the global support function, shaping the strategy and operating model that drive customer satisfaction, retention, and service consistency across regions. The role oversees distributed support teams and external partners, with a strong focus on building scalable processes, strengthening quality standards, and improving operational efficiency.

Responsibilities

• Build and lead a high-performing global support organization with US and offshore teams
• Direct offshore vendor partnerships and ensure quality assurance across teams
• Inspire and develop talent, mentoring support managers and engineers globally
• Define and execute global support strategy, aligning with growth and retention goals
• Monitor and optimize performance metrics like CSAT and SLA attainment
• Design standardized operating procedures to ensure consistent service quality
• Implement AI and self-service capabilities to enhance operational efficiency

Qualifications

• 12–15+ years in enterprise technical support or customer operations in SaaS, fintech, or cloud environments
• Leadership experience managing global multi-tier support teams for 5+ years at Director or Senior Director level
• Proven track record in dual-shore and offshore team management
• Strong technical knowledge in SaaS, APIs, and contact center technologies like Salesforce and Zendesk
• Proficient in analyzing and optimizing support KPIs and cost metrics
• Exceptional communication skills for engaging C-suite and enterprise clients
• Bachelor’s degree in a relevant field; Master’s or MBA preferred

Benefits

• Competitive salaries and bonus plan
• 401(k) Retirement Plan with company match
• Unlimited vacation and flexible work hours
• Comprehensive medical benefits for employees and families
• Access to mental health and well-being services
• Daily stipend for lunch when working in-office

Pay

$160,000 – $200,000 annually

Schedule

Remote – US-based candidates only, no visa sponsorship available