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DirectorFull-timeAWSGCPAzureGitAI
Salary Range
$40,800 - $55,200 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a strategic Director of Customer Support to lead and scale global support operations for our Enterprise SaaS platform in the Financial Services industry. This role involves managing a global support team, ensuring high-quality service delivery, and collaborating with engineering, sales, and product teams to provide timely solutions to customers.
Key Responsibilities
- →Define and execute the global customer support strategy aligned with business goals and customer success metrics
- →Lead and manage a geographically distributed support team (Tier 1–3) of over 100 staff
- →Develop and implement strategic plans to improve cloud support operations
- →Act as the voice of the customer internally, collaborating with Product, Engineering, and Customer Success
- →Drive operational efficiency by implementing best practices, tools, automation, and processes
- →Manage the customer support department’s budget and allocate resources effectively
- →Ensure compliance with legal, regulatory, and security standards
Requirements
- ✓Proven leadership experience (10+ years) in cloud support or related fields
- ✓Strong background in managing cloud-based infrastructure and teams
- ✓Expertise in cloud technologies (AWS, Azure, GCP)
- ✓Ability to collaborate with cross-functional teams including product, engineering, and sales
- ✓Excellent communication and problem-solving skills
- ✓Customer-focused mindset with deep understanding of CSAT and NPS metrics
- ✓Experience working with global teams and cross-cultural environments
- ✓Strong balance of strategic leadership, operational efficiency, and customer-centric focus
Benefits
- ★Hybrid work model (2 days office, 3 days remote)
- ★Fast-paced, collaborative environment
- ★Internal career growth opportunities
- ★Market-leading company
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