Senior Director, Customer Support

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Director, Customer Support in United States.

This leadership role is responsible for defining, scaling, and optimizing a global multi-tier customer support organization within a fast-growing SaaS environment serving enterprise, multi-location customers. The Senior Director will oversee a complex support ecosystem spanning outsourced Tier 1 operations, in-house enterprise support, and advanced technical escalation teams, ensuring consistent, high-quality customer experiences across all touchpoints. The role combines strategic leadership with strong operational execution, focusing on service excellence, scalability, and continuous improvement. Operating in a remote-first, agile culture, the leader will partner closely with Product, Engineering, and Customer Success teams to enhance product quality and reduce customer friction. This position requires a strong balance of vendor management expertise, technical understanding, and customer-centric leadership. It is ideal for a seasoned support executive passionate about building high-performing global teams and driving measurable customer impact.