Senior Director Support
linkedinNew York, NY
Senior Director Support
L7
linkedinNew York, NYtoday
Occupations
First-Line Supervisors of Office and Administrative Support WorkersComputer and Information Systems ManagersAdministrative Services ManagersThe role:
As Senior Director, Support - North America, you will lead and scale a high-performing customer support organization for our rapidly growing portfolio of SaaS and AI-powered products. You will be responsible for defining and executing the regional support strategy, ensuring exceptional customer experiences, operational excellence, and strong cross-functional partnership. This is an exciting opportunity to influence customer outcomes, drive innovation at scale, and build a world-class support organization in a fast-paced, high-growth environment.
The day-to-day:
- Lead, coach, and develop a team of support employees across North America, fostering a high-performance and customer-centric culture.
- Define and execute the regional support strategy, aligning resources, processes, and priorities with business objectives and customer needs.
- Own key operational metrics, including customer satisfaction, service levels, resolution times, quality, and productivity, driving continuous improvement.
- Partner closely with Product, Engineering, Customer Success, Sales, and Operations teams to address customer issues, influence product improvements, and enhance the end-to-end customer experience.
- Act as the executive escalation point for complex customer issues, ensuring timely resolution and stakeholder alignment.
- Drive operational scalability through process optimization, automation, AI-powered support capabilities, and data-driven decision making.
- Lead workforce planning, budgeting, forecasting, and organizational design to support growth and evolving customer demands.
- Ideally, we're looking for:10+ years of experience leading customer or technical support organizations within SaaS and AI-driven technology companies, including several years in senior leadership roles.
- Proven track record of scaling global or regional support operations while maintaining high customer satisfaction and operational excellence.
- Strong experience managing support KPIs, workforce planning, budgeting, performance management, and executive-level escalations.
- Exceptional cross-functional leadership skills with the ability to influence Product, Engineering, Customer Success, and executive stakeholders.
- Strong analytical and strategic thinking capabilities, with experience leveraging data, automation, and AI technologies to improve support outcomes.
- These would also be nice:
- Experience supporting enterprise customers in a high-growth B2B SaaS environment.
- Familiarity with support technologies such as Salesforce, Zendesk, Service
- Now, Jira, or similar platforms.
- Experience leading geographically distributed or global follow-the-sun support organizations.
Apply now
Level
ManagerL7
Location
New York, NY
Occupation
First-Line Supervisors of Office and Administrative Support Workers
Industry
Software Publishers
Posted
today
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