Director, HRBP

Kaseya Careers • Miami, FL

3h

About The Position

This is an opportunity to join Kaseya and directly influence service quality, execution discipline, and customer experience, with a clear line of sight to revenue impact and brand reputation.
In this role, you will help shape how Kaseya scales Customer Support and Professional Services globally, building the talent, operating rigor, and leadership capability required to support growth without burning out teams or customers.
This is a high-visibility, high-impact role for a business-savvy HRBP who thrives in fast-paced tech organizations where customer outcomes, speed, and operational discipline matter.

Requirements

• 7+ years of HR Business Partner experience, including 5+ years supporting high-growth technology companies (B2B SaaS strongly preferred)
• Proven track record advising senior leaders on talent strategy, org design, and workforce planning in operational, customer-facing environments
• Ability to thrive in fast-moving, metrics-driven organizations with competing priorities while maintaining team stability and execution
• Strong understanding of Customer Support and Professional Services operating models, including SLAs, escalations, capacity planning, and global delivery
• Comfort making decisions with incomplete or imperfect information and bringing structure to complex, ambiguous situations
• Experience using people analytics to inform workforce planning, attrition risk, leader effectiveness, and operational performance
• Exceptional ability to drive outcomes through senior Support, Services, and GTM leaders, influencing without direct authority

Responsibilities

• Partner with Customer Support and Services leadership to align org design, capacity planning, and talent strategy with customer demand, service levels, and growth plans
• Guide senior leaders through workforce planning, succession, and organizational effectiveness, balancing cost, capacity, and experience
• Build credibility with Support and Services leaders by demonstrating fluency in support operating models, SLA-driven environments, escalations, and global delivery structures
• Drive performance operating rhythms aligned to support and services metrics (SLA, CSAT, productivity, quality, attrition)
• Coach leaders on accountability, feedback, performance management, and people leadership in high-volume, customer-facing environments
• Lead talent development and succession planning for frontline leaders, managers, and critical support/services roles
• Define and track success through clear people and performance KPIs in partnership with analytics teams (e.g., attrition, engagement, leader effectiveness)
• Act as a change leader, shaping and delivering communication strategies during operational shifts, tooling changes, and scale events
• Support team integrations, org transformations, and leadership transitions within the Support and Services organization
• Shape engagement strategies tailored to customer-facing talent, including career progression, skill development, recognition, and burnout mitigation
• Navigate rapid priority shifts while helping leaders maintain focus, morale, and execution discipline
• Reinforce a high-performance, customer-centric culture rooted in accountability, consistency, and continuous improvement
• Partner with the Total Rewards COE to benchmark support and services roles globally and ensure internal equity across regions and tiers
• Support differentiated rewards and recognition tied to performance, quality, customer impact, and operational results

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed