Senior Director of Customer Support

A company is looking for a Senior Director of Customer Support to lead and optimize their global support organization.

Key Responsibilities

Develop and execute a comprehensive support strategy aligned with company growth goals

Lead, mentor, and grow a distributed support team across various communication channels

Define SLAs, track KPIs, and streamline workflows to enhance operational efficiency

Required Qualifications

10+ years of experience leading customer support teams in B2B SaaS or tech companies

5+ years in a Director or Senior Director role

Expertise with CRM / helpdesk platforms and reporting dashboards

MBA or advanced degree preferred

Experience with budget ownership and forecasting