Senior Director, Global Customer Support

As the Senior Director of Global Customer Support at Gong, you will play a crucial role in ensuring our customers have a white glove support experience. Your responsibilities will include hiring, coaching, and developing a team of Support Engineers and Technical Account Managers. Additionally, you will shape our Enterprise support offerings and contribute to our follow-the-sun, escalation, and 24x7 capabilities. With your expertise in building and managing high-performing technical support teams, you will drive customer adoption, exceed customer expectations, and foster a culture of raving fans.

• Develop support models to drive customer adoption of Gong solutions
• Design and evolve global Enterprise support motion for strategic accounts
• Collaborate with Products and Engineering to prioritize investments for reducing volume, simplifying troubleshooting, and speeding up resolution and analysis of defects
• Manage average speed of answer, resolution targets, and customer follow-up targets to ensure high customer satisfaction
• Develop and grow a global customer support model, with a focus on EMEA
• Establish a trusted relationship with customers and consistently exceed Enterprise customer expectations at scale
• Build and manage high-performing technical support teams in a multi-channel environment
• Provide end-user support that enables adoption and use of the software
• Provide live channel support, including chat-based support, while balancing speed of answer and cost efficiency
• Create and embody a culture that delights customers and employees in innovative ways
• Communicate effectively with strong executive presence

• 10+ years of experience building and managing high performing technical support teams in a multi-channel environment, including managing managers.
• 5+ years in a SaaS based organization with demonstrable achievements in end-user support that enables adoption and use of the software.
• Experience in live channel support, including chat-based support, to help end users real-time while balancing average speed of answer and cost efficiency.
• Proven ability to create and embody a raving fans culture that delights customers and employees in innovative ways.
• Polished and effective communicator with strong executive presence.

• Variety of medical, dental, and vision plans
• Wellbeing Fund - flexible wellness stipend
• Mental Health benefits with covered therapy and coaching
• 401(k) program
• Education & learning stipend
• Flexible vacation time
• Paid parental leave
• Company-wide recharge days
• Work from home stipend