Senior Director of Customer Support

Job Summary

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

Key Responsibilities

• Define and execute a comprehensive customer support strategy across multiple tiers
• Oversee the relationship with BPO partners and manage performance metrics for Tier 1 support
• Lead the Enterprise Support team and ensure high-quality service delivery for strategic customers

Required Qualifications and Education

• 10+ years of experience in customer support or operations, with 5+ years in senior leadership roles
• Proven experience managing BPO/vendor support operations at scale
• Experience leading multi-tiered support organizations, including enterprise and technical support
• Strong operational and analytical mindset with experience in KPIs and SLAs management
• Experience in SaaS or high-growth technology environments is strongly preferred