As Director of Customer Support, you will help optimize and manage our global Support organization that provides exceptional experiences for Brinqa customers and partners worldwide. You will have successfully led global technical support organizations for enterprise software product companies, and are an innovative problem solver who is dependable, committed, and passionate about customer support. You will report to the Executive Vice President and work closely with Customer Success, Engineering, Product Management, Cloud Operations, and Professional Services to collaborate and drive Brinqa’s customer first goals. You will lead and grow a team of Support Engineers, based in the US and India.

WHAT YOU WILL DO 

• The Director of Customer Support will manage all aspects of global customer support, leading a growing Support team in a fast-paced Enterprise SaaS environment. 


• Oversee thousands of customer ticket interactions annually while maintaining a culture of clarity, simplicity, and excellence delivering an amazing customer-experience 


• Drive extremely high rates of adoption, satisfaction, helping mature measurement practices such as CSAT, CES, & NPS.


• Develop a 3-year strategy, execution roadmap, priorities, and investment plan to deliver proactive support vision, deflection, and scale/productivity 


• As a key member of the Customer First management team, play an active role in the development and the execution of the overall customer success strategy 


• Develop differentiated, proactive Support offerings and work closely with sales to help sell the right offerings to our strategic customers 


• Work closely with Product Management and Engineering, providing feedback from customers on product quality and features to influence product supportability


• Innovate and develop new ways to achieve high levels of customer loyalty and satisfaction 


• Develop and drive performance metric that deliver the best customer experience and productivity


• Deliver superior performance on all Customer Support OKRs (i.e., first response resolution rate, average response time, average resolution time, average number of interactions, self-service deflection rate, customer satisfaction, etc.) 


• Participate in regular operational reviews, including performance reporting and continuous improvement progress


• Adopt state-of-the-art thought leadership and technologies to drive greater productivity and efficiencies to ensure the support team can scale with the growth of the business 


• Maintain key internal and external relationships with the ultimate goal of delighting customers 


• Plan and manage at both the strategic and operational levels 


• Manage a dispersed and diverse team, including some travel 


• Mentor Support Engineers to develop their professional and technical skills, and create a culture of continuous learning

WHAT YOU’LL NEED

• Experience leading global customer support teams delivering enterprise software for both on-premises and SaaS deployment models


• Consistently proven overachievement of goals in a multi-product company environment


• 10+ years in customer support in progressive roles


• 5+ years experience translating takeaways from the Support function into actions that help improve product functionality, positively impacting renewals and sales 


• Experience implementing and driving knowledge-base, self-service, and incident management tools for customer support processes 


• Exceptional cross-organization collaboration and communication skills


• Strong executive presence, influencing skills, presentation skills, and business insight


• Strong Enterprise customer experience with the ability to communicate effectively with customers at the executive level 


• A demonstrable desire for innovation, continuous learning, and improvement 


• Demonstrated ability to manage multiple, critical projects is required


• Ability to work in a fast-paced, reactive, changing, and results-oriented atmosphere 


• Strong track record of building and developing high performing teams 


• Proven success working within a highly matrixed organization and establishing strong relationships across the organization 


• The gravitas to represent one of the most critical functions within Brinqa to executive leadership, key stakeholders, and peers in other functions 


• Strong operational and analytical abilities 


• Strong track record of recruiting, developing and retaining a high performing customer support organization 


• The ability to see the big picture without losing sight of the details


• Experience thriving within a global software company with $50M+ revenue strongly preferred 


• Strong empathy for customers and a passion for growth.


• Analytical and process-oriented mindset


• An enthusiastic and creative leader with the ability to inspire others


• Must be a team player and able to work collaboratively with internal and external team members.


• Must be willing to get into the weeds on certain initiatives and delegate/manage others.


• Previous experience in a customer support role in an enterprise cybersecurity software environment is required.


• Bachelor’s degree in computer science or engineering or equivalent.