Director of Support

📋 Description

• Architect the Single Entry Point for learner, customer, and internal inquiries.
• Drive AI-first support with self-service and intelligent routing.
• Operational Shielding by migrating admin tasks to Support Automation.
• Commercial insights and feedback loops: transform data into proactive reporting.
• Build incident management as a company-wide process and Command Center.
• Knowledge management: develop internal and external knowledge bases.
• Drive excellence through team performance and clear expectations.

🎯 Requirements

• Leader of Leaders: Proven experience managing global, multi-tiered support orgs and talent.
• AI Acumen (Level 4): Led AI-first initiatives with measurable value.
• Platform-Led Mindset: Experience in high-growth Big Tech where support is part of the product.
• Strategic Operator: Driver who builds rigorous, repeatable systems.
• Data-Obsessed: Data-driven with KPIs like CSAT and Revenue per FTE.
• Cross-Functional Influencer: Partner with Product and Engineering to fix root causes.
• Mission-Driven: Passionate about AI era and seamless UX.

🎁 Benefits

• Time off: 27 days holiday plus 5 additional days.
• Health and wellness: private medical, life insurance, gym, Wellhub.
• Hybrid work: in-office three days a week; Coaches/instructors monthly.
• Work-from-anywhere: up to 10 days per year.
• Space to connect: weekly catch-ups and stocked kitchen.