Senior Director of Support

Job Summary

To lead a high-performing global support organization, the full-time salaried Senior Director of Support will manage performance, oversee operational excellence, and develop management capabilities while collaborating with cross-functional teams.

Key responsibilities

• Review team performance trends and provide actionable feedback to managers for improvement
• Monitor escalation patterns and drive process improvements in collaboration with Product, Ops, and Engineering
• Conduct regular performance calibration sessions and develop managers into future senior leaders

Required qualifications

• 8+ years of people leadership experience, including at least 3 years leading managers
• Demonstrated ability to coach and develop managers for measurable performance improvements
• Strong operational instincts with a track record of meeting core support KPIs
• Strong executive presence and communication skills to represent Support across the business
• B2B SaaS experience; staffing industry background is a plus