Global Customer Support Director

Job Summary

Leading the global Customer Support organization, the full-time Senior Director, Global Customer Support will develop and execute a multi-year strategy to enhance customer experience across regions and channels, while working remotely and relocating to Singapore.

Key responsibilities:

• Own the global support strategy, including service tiers and operating model, while managing a 24/7 operational framework
• Define and manage global SLAs and analytics to drive continuous improvement in customer support performance
• Lead digital transformation initiatives to optimize the support tech stack and enhance self-service capabilities

Required qualifications:

• 10+ years in Customer Support or Service Operations, including 5+ years leading global teams
• Proven track record of improving key support outcomes in a high-growth environment
• Experience in capacity planning, workforce management, and scalable process development
• Strong analytical skills with proficiency in BI tools and experience with SQL
• Hands-on experience applying AI and automation in customer support settings