Job Description

About the job

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As the Senior Director of Global Customer Support, you will be a strategic cornerstone of our entire customer experience ecosystem. Reporting to the VP, you will serve as the most senior leader for our support function (chat, email, and phone support), taking full ownership of architecting and leading a world-class, global organization. Your mission is to build a customer-centric culture that not only resolves issues with speed and precision but also delights and empowers our users at every opportunity.



This is more than a leadership role; it's an opportunity to shape the future of how the company engages with its customers. You will be a manager of managers, guiding and developing leaders across the US, South Africa, and our EMEA/APAC offices. You are the architect of the system, the champion of the culture, and the leader who will ensure our support organization is a key driver of customer loyalty and long-term success.

Responsibilities:

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Strategic Leadership

: Develop and execute a cohesive global support strategy that aligns with company objectives, focusing on scalability, efficiency, and an unparalleled customer experience.

Team Building & Development

: Lead, mentor, and inspire a global team of support managers and individual contributors. Champion a culture of high performance, continuous learning, and psychological safety across diverse cultural backgrounds.

Operational Excellence

: Design and implement scalable systems, processes, and workflows to optimize the support function. Own all key support metrics, from CSAT and resolution time to team engagement and budget efficiency, using data to drive decisions and improvements.

Change Management

: Masterfully lead the organization through change, whether it's rolling out new technologies, adapting support models, or integrating new processes. You will build buy-in, listen to feedback, and foster a culture of experimentation and resilience.

Cross-Functional Collaboration

: Serve as the ultimate voice of the customer to internal teams, including Product, Engineering, and Sales. Build strong feedback loops to ensure insights from the front lines are used to improve our platform and services.

Global Unification

: Actively work to break down regional silos, creating a single, unified global support team that shares best practices, supports one another, and operates with a "one team" mentality.

Technology and Product Partnership

: Act as a key stakeholder and partner on support-specific technology initiatives, including the re-design of support interfaces and the development of our internal AI support solutions. You will champion these changes with your teams, ensuring their feedback is incorporated and that new tools are adopted effectively to enhance both the agent and customer experience.

Requirements:

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Experience

: 10+ years of experience in customer support/service, with 5+ years in a senior leadership role (Director level or equivalent).

Global Leadership

: Proven success leading geographically distributed, multi-cultural teams.

Systems Thinking

: Demonstrated experience in architecting and scaling the operational components of a support organization, including ticketing systems, knowledge bases, and workforce management.

Inspirational Leadership

: You are an inspiring and charismatic leader who can articulate a compelling vision and rally a diverse team around it. You lead with empathy and enthusiasm, and people genuinely want to work for you.

Customer Obsession

: An obsessive passion for customer satisfaction and service excellence. You constantly think about how to improve the customer journey.

High Emotional Intelligence

: A natural ability to build trust, navigate complex interpersonal dynamics, and foster strong relationships across all levels and cultures. *

Player-Coach Mentality

: You possess executive presence and are a strong strategic thinker, but you are not afraid to roll up your sleeves and dig into the details when needed to solve a problem or coach a team member.