Senior Director, Customer Support Full Time NEW

For our client, we are seeking a Senior Director Customer Support to join the team of a leader in the Information Technology space. As a Senior Director Customer Support, you’ll be the voice of the customer, ensuring they see real value from our client’s Information Technology solutions. You’ll build strong relationships, manage renewals and expansions, and advocate for customer needs internally. If you love solving problems, coaching customers, and turning satisfaction into loyalty, this role puts you at the heart of the experience.

Location: Remote – US based candidates only, no visa sponsorship available

Compensation: $183,400 – $310,300 annually.

Responsibilities

• Own global support operating model to scale with enterprise growth
• Set KPIs and service-level expectations; provide insights to leadership
• Lead workforce management and staffing strategies
• Ensure the model meets enterprise-grade uptime and reliability standards
• Mentor support managers; foster performance and accountability
• Enhance team capabilities through coaching and training
• Drive automation and AI workflows to improve efficiency
• Lead high-severity incident communications with executives
• Collaborate cross-functionally to ensure a seamless customer journey
• Translate customer insights into strategic recommendations

Qualifications

• 10+ years in technical support or equivalent role, preferably in B2B SaaS
• 5-8+ years managing global technical customer support teams
• Experience with enterprise-grade SaaS platforms and strict SLAs
• Proven high CSAT and strong operational outcomes
• Strong communication skills for C-suite and technical interactions
• Experience with escalations and incident response management
• Deep knowledge of support tooling, workflows, and analytics
• Hands-on AI application experience in support environments
• Familiarity with compliance, security, and GRC environments (preferred)

Benefits

• 90-100% paid premiums for medical, dental, and vision for employee and dependents
• Pre-tax savings plans for healthcare with employer contributions
• Paid short and long-term disability plus life benefits
• $500 annually for professional development and $250 for personal development
• Flexible vacation policy to recharge
• 16 weeks paid parental leave
• Remote work flexibility with $1,000 for home office expenses
• 401K plan for financial goal support

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.