Director, Customer Support

NAVEX•Portland, OR

4d•$135,000•Hybrid

About The Position

At NAVEX, we’re making the world a better place. A safer place. A more ethical place. A place where anyone, anywhere can have a voice. That’s a serious impact. We are the worldwide leader in integrated risk and compliance management software and services. As a Director of Customer Support, you will be responsible for the oversight of Customer Support professionals dedicated to providing high quality engagement activities and best-in-class support for our customers post-product implementation. This position reports directly to the Senior Vice President, Delivery & Success. In this role, you will coach, motivate, and manage team members to achieve operational excellence while leveraging NAVEX’s award-winning methodologies and processes. You will be responsible for the professional development and growth of team resources and for the delivery of best-in-class Customer Support that drives customer satisfaction and retention while promoting expansion in our customer base and in our annual recurring revenue. This role requires an in depth understanding of NAVEX products and services. Additionally, you will interact directly with customers on management escalations to mitigate issues and drive resolution; and you will collaborate with cross-functional teams to ensure customer lifecycle management. Come join our outstanding team of high energy, fun and customer centric professionals! At NAVEX, you will work in a hybrid role and thrive alongside an engaged and collaborative team invested in supporting your success! What you’ll get: Meaningful Purpose. Your work helps organizations operate with integrity and protect their people—at a scale few companies can match. High-Performance Environment. We move with urgency, set ambitious goals, and expect excellence. You’ll be trusted with real ownership and supported to do the best work of your career. Candid, Supportive Culture. We communicate openly, challenge ideas—not people—and value teammates who embrace bold thinking and continuous improvement. Growth That Matters. You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth. Rewards for Results. We provide clear, competitive compensation designed to recognize measurable outcomes and real impact.

Requirements

8+ years of experience in customer support, service delivery, or related customer-facing leadership roles
5+ years of experience and a proven track record leading multi-tiered or global support teams in a SaaS or technology environment
Strong operational management, process optimization, and analytical skills
Experience managing high-severity incidents and customer escalations
Familiarity with support systems (Salesforce, Gainsight, or similar)
Excellent communication skills with the ability to present to executives and customers
Ability to lead through change and build scalable, high-performing teams
Ability to travel as needed
Culture Agility. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through
AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes
Ability to drive results through your job competencies of influence, strategic execution, talent development, decision-making, effective communication and process improvement while leveraging NAVEX’s core values

Responsibilities

Develop and execute the long-term support strategy aligned with company objectives
Build scalable, repeatable, global support models
Define support performance metrics (CSAT, SLA adherence, FCR, backlog health)
Oversee daily operations of customer support teams, ensuring consistent, high-quality resolution
Implement process improvements to increase efficiency and reduce operational friction
Own and continuously improve customer satisfaction, sentiment, and communication standards
Monitor support data to identify trends, risks, and opportunities for improvement
Hire, lead, mentor, and develop managers and support professionals across tiers
Foster a culture of customer advocacy, accountability, and continuous improvement
Collaborate closely with Product, Engineering, Customer Success, Implementation, and Sales teams