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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.
Accountabilities
- 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.
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.
- Bachelor’s degree preferred.
Benefits
- Purpose led company with a values-focused culture.
- Open PTO policy offering flexibility in time off.
- Days of Disconnect for collective downtime.
- Parental & Pawternity Leave.
- Quarterly fitness journey reimbursement.
- Medical/Dental/Vision coverage.
- Employee Assistance Program (EAP) for support.
- Premium Calm App subscription for relaxation.
- And many more benefits!
Why Apply Through Jobgether?
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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