Senior Director of Global Support Operations
2 weeks ago
About the Role
We are seeking an experienced Senior Director to lead our Global Support Operations team. As a key member of our organization, you will be responsible for developing and executing strategies that drive exceptional customer satisfaction and support.
The successful candidate will have a strong background in technical support and services delivery, with at least 15 years of experience supporting enterprise software or SaaS products. You will also have a proven track record of leading high-performing teams, with a minimum of 7 years of direct experience in this area.
Key responsibilities will include:
- Developing and implementing processes to improve ticket management and incident resolution
- Facilitating collaboration between cross-functional teams to ensure seamless execution of support workflows globally
- Collaborating with the SVP of Global Support to streamline sales exceptions and SLAs
- Building analytics and decision-support systems to inform our global support strategy
- Managing the incident command process and its rollout within our support tooling
In addition, you will be responsible for recruiting, mentoring, and inspiring an extraordinary team of support engineers. This will involve building a pipeline of top talent, setting up training schedules and mentoring opportunities, driving performance standards, and forecasting capacity needs.
You will also own and lead key processes and CSAT metrics for your team, including escalation management, SLA compliance, and on-call pager-duty processes.
This is a highly dynamic role that requires strong leadership skills, a collaborative mindset, and a passion for delivering exceptional customer experiences.
Key qualifications include:
- 15+ years of relevant experience in technical support or services delivery supporting enterprise software or SaaS products
- 7+ years of direct experience leading a team of support engineers, either globally or in the US
- Experience in enterprise software release processes and 24/7 support processes
- Expertise in supporting SaaS platforms and Open Source technologies
- Proficiency with status gathering and reporting for a large customer base
- Ability to work well in a fast-paced environment with competing priorities
- Inspirational leadership skills with a focus on motivating teams to achieve and exceed goals
This role offers a competitive salary range of $233,800-$275,000 USD in the SF Bay Area and $214,300-$252,100 USD in California, excluding the SF Bay Area. The position requires occasional travel, up to 25% of the time. A Bachelor's degree in an engineering or similar program from an accredited college/university is preferred or equivalent experience. Must be able to come into the SF HQs 1-2 times per week.
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