Job Description
Team: Support
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Director, Customer Support in United States.
This leadership role is responsible for defining, scaling, and optimizing a global multi-tier customer support organization within a fast-growing SaaS environment serving enterprise, multi-location customers. The Senior Director will oversee a complex support ecosystem spanning outsourced Tier 1 operations, in-house enterprise support, and advanced technical escalation teams, ensuring consistent, high-quality customer experiences across all touchpoints. The role combines strategic leadership with strong operational execution, focusing on service excellence, scalability, and continuous improvement. Operating in a remote-first, agile culture, the leader will partner closely with Product, Engineering, and Customer Success teams to enhance product quality and reduce customer friction. This position requires a strong balance of vendor management expertise, technical understanding, and customer-centric leadership. It is ideal for a seasoned support executive passionate about building high-performing global teams and driving measurable customer impact.
Accountabilities:
- Define and execute the global customer support strategy across Tier 1 (BPO), Tier 2 (Enterprise Support), and Tier 3 (Technical Support) functions
- Lead and manage outsourced BPO partnerships, ensuring performance against CSAT, SLA, response times, and quality standards
- Oversee enterprise-level support delivery for high-value customers, ensuring proactive engagement and exceptional service experiences
- Manage escalation workflows and Tier 3 technical support, collaborating with Engineering and Product teams to drive resolution and root cause fixes
- Establish and monitor KPIs, SLAs, dashboards, and operational frameworks to ensure consistent service excellence
- Drive continuous improvement initiatives, including automation, self-service adoption, and AI-driven support optimization
- Partner cross-functionally with Product, Sales, RevOps, and Customer Success to improve customer experience and product quality
- Lead workforce planning, talent development, and organizational design across global support teams
- Ensure strong alignment between support operations and broader business goals, including retention and expansion outcomes
- 10+ years of experience in customer support, customer operations, or service leadership roles, including 5+ years in senior leadership positions
- Proven experience managing multi-tier support organizations (Tier 1–3), including enterprise and technical support functions
- Strong background in BPO/vendor management at scale, including performance oversight and operational optimization
- Deep understanding of SaaS environments and high-growth technology organizations
- Strong analytical skills with experience defining, tracking, and improving KPIs, SLAs, and operational metrics
- Demonstrated ability to collaborate effectively with Product, Engineering, and Go-To-Market teams
- Experience implementing support technologies such as Zendesk, Salesforce Service Cloud, or Intercom
- Strong leadership, communication, and stakeholder management skills with a customer-first mindset
- Experience driving automation, AI adoption, or self-service strategies in support environments is highly preferred
- Strong operational and financial awareness, including vendor budgeting and cost optimization
- Competitive salary range of $180,000–$210,000 base plus bonus eligibility
- Fully remote work environment across the United States
- Comprehensive health, dental, and vision insurance coverage
- Wellness incentives and employee support programs
- 401(k) plan with employer match
- Flexible PTO, paid holidays, and quarterly wellness days
- Generous parental leave and extended paid leave options
- Strong employee engagement initiatives, including recognition programs, retreats, and team events
- Career growth opportunities in a fast-scaling, innovative SaaS organization
Requirements:
Benefits:
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Date Posted
04/10/2026
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