Job Description

The role:

As Senior Director, Support - North America , you will lead and scale a high-performing customer support organization for our rapidly growing portfolio of SaaS and AI-powered products. You will be responsible for defining and executing the regional support strategy, ensuring exceptional customer experiences, operational excellence, and strong cross-functional partnership. This is an exciting opportunity to influence customer outcomes, drive innovation at scale, and build a world-class support organization in a fast-paced, high-growth environment.

The day-to-day

• Lead, coach, and develop a team of support employees across North America, fostering a high-performance and customer-centric culture.
• Define and execute the regional support strategy, aligning resources, processes, and priorities with business objectives and customer needs.
• Own key operational metrics, including customer satisfaction, service levels, resolution times, quality, and productivity, driving continuous improvement.
• Partner closely with Product, Engineering, Customer Success, Sales, and Operations teams to address customer issues, influence product improvements, and enhance the end-to-end customer experience.
• Act as the executive escalation point for complex customer issues, ensuring timely resolution and stakeholder alignment.
• Drive operational scalability through process optimization, automation, AI-powered support capabilities, and data-driven decision making.
• Lead workforce planning, budgeting, forecasting, and organizational design to support growth and evolving customer demands.

Ideally, we're looking for:

• 10+ years of experience leading customer or technical support organizations within SaaS and AI-driven technology companies, including several years in senior leadership roles.
• Proven track record of scaling global or regional support operations while maintaining high customer satisfaction and operational excellence.
• Strong experience managing support KPIs, workforce planning, budgeting, performance management, and executive-level escalations.
• Exceptional cross-functional leadership skills with the ability to influence Product, Engineering, Customer Success, and executive stakeholders.
• Strong analytical and strategic thinking capabilities, with experience leveraging data, automation, and AI technologies to improve support outcomes.

These would also be nice:

• Experience supporting enterprise customers in a high-growth B2B SaaS environment.
• Familiarity with support technologies such as Salesforce, Zendesk, ServiceNow, Jira, or similar platforms.
• Experience leading geographically distributed or global follow-the-sun support organizations.

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