Senior Director, Global Support

📋 Description

• Lead and scale a global Support org across EMEA, NA, and APAC.
• Define and execute Support strategy aligned with growth targets and outcomes.
• Drive AI-first, scalable, multi-product Support and automation.
• Establish regional operating models to improve delivery and accountability.
• Lead the Support side of migrations and absorb future product changes.
• Partner with Product and Engineering to prep for AI features; train teams and forecast tickets.

🎯 Requirements

• 10+ years in Customer Support, Customer Operations, or SaaS leadership.
• Proven track record leading large-scale Support transformations.
• Experience scaling AI-driven tools (chatbots, deflection, automation) enterprise-wide.
• Experience managing global incident processes (on-call, status pages, post-mortems).
• Experience running multi-product SaaS Support, ideally post-acquisition.
• Experience leading hybrid delivery across in-house and outsourced teams.

🎁 Benefits

• Virtual onboarding, hackathons, and global team interactions.
• Hybrid and remote work policies for flexibility.
• Generous paid time off (varies by location).
• Lifestyle allowance.
• Stock options for full-time employees.
• Employee Resource Groups and inclusive culture.