Senior Director, Customer Support - REMOTE

Jobgether

1d•Remote

About The Position

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Director, Customer Support - REMOTE. This role is pivotal in leading the design and delivery of an enterprise support model dedicated to our largest clients. By ensuring exceptional service, fostering proactive engagement, and improving client retention, you will make a significant impact. Your expertise will drive the integration of client experience and analytics, and streamline processes, thereby enhancing outcomes and reducing churn in a fast-paced, collaborative environment.

Requirements

Extensive leadership experience in Customer Support or Client Success in SaaS or enterprise sectors.
Proven record building and scaling support organizations managing complex client escalations.
Strong collaboration skills with Product, Engineering, and Commercial teams.
Expertise in analytics, CRM/ticketing systems, and technology-driven support innovation.
Exceptional communication, executive presence, and leadership skills.
Bachelorâs degree preferred.

Responsibilities

Build a segmented support model for Enterprise Accounts with defined service levels and proactive engagement.
Lead strategic escalations, including executive and churn-risk situations.
Expand and modernize global Tier 3 and configuration teams, improving technical depth and processes.
Serve as a senior liaison between Support, Client Success, Product, Engineering, and Onboarding.
Leverage AI and operational data to identify pain points, drive training, and guide continuous improvement.
Explore and develop opportunities for paid premium support offerings.