About the role
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, Service Now, Jira, or similar platforms. Experience leading geographically distributed or global follow-the-sun support organizations.
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