Global Support Director

About Our ClientAs the world moves to a mobile-first economy, businesses need to modernize how they acquire, engage with, and enable consumers. The hiring company’s phone-centric identity tokenization and passive cryptographic authentication solutions reduce friction, enhance security and privacy across all digital channels, and accelerate revenues while reducing operating expenses and fraud losses. Over 1,000 enterprise customers use the hiring company’s platform to process 20 billion customer requests annually across industries, including banking, lending, healthcare, gaming, crypto, e-commerce, marketplaces, and payments. For the latest updates from the hiring company.

Our client is driving the future of digital identity. They are looking for individuals who know how to make an impact. They’re seeking self-starting professionals who thrive in a fast-paced environment, process information quickly, and make intelligent decisions. The work is challenging and requires not only smarts but natural curiosity and tenacity. Teamwork is also important to the hiring company – they work together and play together.

About The RoleThe Director of Global Support is responsible for the strategy, delivery, and optimization of the Global Support team. This role is focused on driving the daily execution and evolution of the hiring company’s support operations to ensure all SLA’s and KPI’s are met.

As a member of the extended leadership team, this role works cross-functionally with key stakeholders including Product, Engineering, Platform Engineering, Customer Success & Sales teams to drive effective, efficient, and scalable operations to further drive customer adoption, retention, and expansion.

The Director of Global Support should have intimate knowledge of all Customer Support processes and procedures.

Key Responsibilities:Provide leadership to the Global Support team, focusing on efficiency and quality to increase overall customer satisfaction. Perform technical and strategic tasks such as establishing and enforcing technical requirements and managing new workflows & processes. Direct the daily operations of the team to continuously improve the customer support experience. Manage relationships with third-party providers. Establish and maintain standard operating procedures to maximize efficiency and measure SLA’s and key performance indicators, consistently working to improve those metrics. Act as an escalation point for customers and critical issues. Foster a culture of teamwork and collaboration while exemplifying the hiring company’s values. Lead and assist in the development of performance reporting and insights. Drive priorities, strategy, and direction for systems, workflows, policies, and data needed to support the global support function. Create and nurture a feedback loop with Product, Engineering, Platform Engineering, & Revenue. Coach and develop employees to expand upon their technical and company-related skill sets. Provide excellent customer service. Model the core values by living them and championing them in all interactions.

Qualifications and Experience:At least 7-10 years of industry experience in a Technical Support Manager role within software and/or technology companies. Expertise in supporting a contact center operations by effectively setting KPIs, developing root cause action plans, delivering a high level of customer and employee satisfaction, and designing processes and leveraging systems for high adoption to achieve objectives. Experience working with third-party providers. Ability to manage processes, relationships, and resources effectively to enhance organizational capability and results. Strong problem-solving skills with technical agility and creativity. Excellent communication and interpersonal abilities. Evidence of well-developed leadership skills. SaaS experience preferred.

Salary Range$165,000 - $170,000 plus company bonus. Offered salary will be determined by the applicant’s education, experience, knowledge, skills, geo-location and abilities, as well as internal equity and alignment with market data.

Benefits & Perks for FTE Employees:Competitive salaries & Bonus Plan (for eligible roles) and Equity Plan.401(k) Retirement (Pension) Plan & Match. Comprehensive medical benefits for you and your family. Emotional & Physical Wellness – Access to wellness services (EAP, Gympass, Company Well-Being Reimbursement). Unlimited Vacation and Flexible hours. Professional Development Coaching via Bravely. Bottomless snacks & beverages for all office locations.$15 daily GrubHub stipend for lunch if coming into the office. A great place to work and connect with other talented team members like yourself!