Senior Director, Customer Support

ProcessUnity

102d • $150,000 - $200,000

About The Position

We’re a rapidly growing B2B SaaS company transforming the way enterprises manage Third Party Risk Management. Our customers include some of the world’s leading organizations -- and we’re looking for a Senior Director of Customer Support to lead, optimize and scale our global support organization. This senior leadership role combines strategic vision with operational excellence, giving you the chance to build a best-in-class customer experience that sets the industry standard. If you’re passionate about building exceptional customer support organizations, scaling operations, and turning customer service into a competitive advantage, we want to hear from you.

Requirements

• 10+ years leading customer support teams (50+ people) in B2B SaaS or tech companies
• 5+ years in a Director or Senior Director role
• Demonstrated ability to drive measurable improvements in support KPIs
• Expertise with CRM/helpdesk platforms, chat tools, and reporting dashboards
• Experience with budget ownership, forecasting, and executive-level reporting
• Excellent communicator with strong executive presence
• MBA or advanced degree preferred

Nice To Haves

• GRC, security, or risk management industry experience preferred
• Lean/Six Sigma process improvement certifications preferred
• Proven success with AI/chatbots for enhanced customer experience, cost saving, and/or case deflection preferred

Responsibilities

• Develop and execute a comprehensive support strategy aligned with company growth goals
• Serve as the executive 'voice of the customer' and turn insights into action
• Lead, mentor, and grow a distributed support team across phone, email, chat, and social channels
• Build a culture of accountability, innovation, and customer-first thinking
• Define SLAs and track KPIs (CSAT, first response time, resolution rate, cost per contact, etc.)
• Handle global escalations and lead crisis response efforts when needed
• Partner with Product, Engineering, Sales, and Customer Success to deliver seamless experiences
• Streamline workflows and implement automation/self-service solutions (AI, chatbots, knowledge bases, etc.)
• Select, implement, and manage CRM (with support from IT), helpdesk, and communication tools
• Own department budget, forecast staffing, and optimize spend without compromising quality

Benefits

• Inclusive and equitable workplace
• Equal opportunity employer

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Master's degree
• Number of Employees: 101-250 employees