Senior Director of Global Support
Job Summary
Leading the global support vision and operational framework, the full-time Senior Director of Global Support will manage a dual-shore support delivery model, overseeing US-based technical support teams and offshore operations to ensure a world-class customer experience and scalable support structures while working remotely.
Key Responsibilities
- Build and lead a high-performing global support organization, managing both US-based and offshore teams
- Define and execute the global technical support strategy, optimizing team capabilities and performance metrics
- Drive the integration of AI-driven workflows and self-service capabilities to enhance support efficiency and customer satisfaction
Required Qualifications
- 12-15+ years of leadership experience in enterprise technical support or customer operations within global SaaS or fintech environments
- 5+ years of experience leading multi-tier global support organizations at the Director or Senior Director level
- Proven success managing distributed teams across the US and offshore delivery centers
- Strong technical knowledge in enterprise SaaS software, API integrations, and contact center technologies
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or equivalent experience; Master's or MBA preferred
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