Senior Director Customer Support

TL;DR

Senior Director Customer Support: Leading and scaling a global customer support organization for an enterprise SaaS platform with an accent on AI-powered workflows, automation, and operational excellence. Focus on building high-performing teams, managing escalations and incidents, and ensuring exceptional customer satisfaction and compliance support.

Location: Remote - US only

Salary: $183,400 - $310,300 depending on location tier

Company

hirify.global is a trust management platform using AI-driven automation to modernize governance, risk, and compliance for enterprise customers.

What you will do

• Own global support strategy, operations, KPIs, and workforce planning to scale with enterprise growth.
• Lead and develop support managers and teams fostering performance and accountability.
• Drive AI-enabled automation and tooling improvements to increase efficiency and self-service.
• Manage escalations, incident response, and executive communications with C-level stakeholders.
• Collaborate cross-functionally with Product, Engineering, and Customer Success to improve customer experience and platform reliability.
• Translate customer insights into strategic recommendations influencing roadmap and processes.

Requirements

• Must have 10+ years post-sales technical support experience, ideally in B2B SaaS
• 5-8+ years leading global technical support teams
• Experience with enterprise-grade SaaS platforms, SLAs, uptime, and incident management
• Strong executive communication skills and comfort interacting with C-suite
• Hands-on experience with AI-powered support tools and automation workflows
• Based in the United States (remote US only)

Nice to have

• Familiarity with compliance, security, or GRC environments
• Experience with Intercom, Jira, Sigma, Zendesk, or Salesforce Service Cloud

Culture & Benefits

• Comprehensive health, dental, and vision plans with high employer coverage
• Flexible time off and 16 weeks paid parental leave
• Learning and development budgets for professional and personal growth
• Remote work with flexible hours and home office stipend
• 401K plan with tax advantages