Senior Director, Global Support (AI)

TL;DR

Senior Director, Global Support (SaaS/AI): Leading and transforming the global support organization into an AI-first, scalable, multi-product function with an accent on AI-driven deflection and operational excellence. Focus on scaling AI-powered support tools, managing hybrid delivery models, and integrating multiple product lines.

Location: Hybrid in New York, New York

Salary: $200,000 - $240,000 a year

Company

An all-in-one experience intelligence platform designed to help organizations deeply understand their customers' digital journeys.

What you will do

• Lead and scale the global Support organization across EMEA, North America, and APAC.
• Execute the AI and automation roadmap for deflection, triage, and resolution across all products.
• Oversee end-to-end service delivery for hirify.global, Heap, Hotjar, and Loris.
• Manage a hybrid delivery model utilizing both in-house teams and outsourced partners.
• Modernize support tooling and infrastructure to improve customer visibility and KPI reporting.
• Partner with Product and Engineering to turn ticket data into actionable product insights.

Requirements

• 10+ years of experience in Customer Support, Customer Operations, or SaaS Services leadership roles.
• Proven track record of scaling AI-driven support tools from pilot to enterprise-wide deployment.
• Experience managing global incident management processes, including on-call rotations and post-mortems.
• Expertise in managing hybrid delivery models across internal and outsourced teams.
• Strong financial acumen for managing support budgets and cost-to-serve.
• Must be based in New York, NY for hybrid work.

Culture & Benefits

• Work flexibility with established hybrid and remote work policies.
• Equity ownership through stock options for all full-time employees.
• Generous paid time-off and a lifestyle allowance.
• Global interaction opportunities, including hackathons and team offsites.
• Inclusive workplace with various Employee Resource Groups and a dedicated Culture Crew.