Senior Director, Customer Support

Senior Director, Customer Support at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Director, Customer Support. In this critical role, you will shape and enhance a global support structure designed for SMB clients and Member Apps. Your leadership will ensure a consistent and scalable client experience across diverse product offerings and regions. By optimizing operations and unifying processes, you will drive efficiency and service quality, leveraging data insights to refine client engagement strategies. Join us in creating exceptional customer journeys and leading a team committed to excellence.

Key Accountabilities

• Build and implement a segmented support structure for SMB accounts, focusing on a scalable support experience.
• Oversee global support functions across multiple products and teams, consolidating tools and best practices.
• Centralize mobile and member app support to enhance consistency and client satisfaction.
• Establish a rapid response process for client escalations, ensuring timely case management.
• Drive performance through key metrics, implementing analytics for continuous improvement.
• Collaborate with the Senior Director of Enterprise Support to ensure a unified client experience.
• Cultivate leadership talent, empowering managers for structural and cultural improvements.

Requirements

• Extensive experience in customer support or client operations, with leadership of global teams.
• Proven success in managing client segments and technology-enabled support models.
• Strong operational background with demonstrated results in CSAT and efficiency metrics.
• Expertise in support tools, CRM systems, and BPO/vendor management.
• Excellent communication and leadership skills, with a focus on cross-functional partnerships.
• Bachelor’s degree preferred.

Benefits

• Purpose-driven company with a culture focused on values.
• Flexible open PTO policy allowing for customized time off.
• Days of Disconnect for team rejuvenation once a quarter.
• Parental and pet-related leave available.
• Quarterly reimbursement for fitness journey support.
• Comprehensive Medical/Dental/Vision coverage.
• Employee Assistance Program for mental health support.
• Free Calm App subscription for you and family members.
• Additional benefits beyond those listed.

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.

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.

Key skills/competency

• Global Customer Support Leadership
• SMB Client Management
• Operational Efficiency
• Client Experience Optimization
• Data-Driven Performance
• CRM Systems
• BPO/Vendor Management
• Cross-Functional Collaboration
• Team Leadership & Development
• Escalation Management