Director of Global Support

Job Summary

Leading a global 24/7 Support organization, the full-time Director of Global Support will manage a team of over 40, drive the evolution of AI-augmented support models, and collaborate with senior leadership to set strategic direction while enhancing customer experience.

Key responsibilities

• Oversee hiring, performance management, and team culture for a large Support and Engineering team
• Advance the AI-augmented Support model to improve efficiency and customer experience
• Develop and execute a strategic vision for Support in collaboration with the Senior Leadership Team

Required qualifications

• 10+ years of leadership experience in Support or customer-facing organizations
• 5+ years of experience supporting SaaS or PaaS products for large enterprises
• Experience leading a mature Support organization of 50+ team members
• Proven ability to engage with executive stakeholders and manage team performance
• Demonstrated fluency with AI-augmented Support models and their impact on customer experience