Senior Director, Global Customer Support (SaaS)

Location: United States (Remote)

Company

Digital identity platform providing phone-centric identity tokenization and passive cryptographic authentication for enterprise customers across banking, lending, healthcare, gaming, crypto, e-commerce, marketplaces, and payments.

What you will do

• Define and execute the global technical support strategy aligned with enterprise growth, retention, and customer experience.
• Build, scale, and lead US-based technical support and escalation teams alongside offshore multi-tier support operations.
• Govern BPO, vendor, and international support partnerships to provide follow-the-sun coverage and consistent service quality.
• Establish and optimize performance frameworks covering CSAT, SLA attainment, aging, MTTR, first-contact resolution, and escalation rates.
• Modernize ticketing, CRM, telephony, and knowledge management systems, including generative AI workflows and proactive self-service.
• Lead enterprise escalations and channel customer insights into product imhirify.globalments, defect remediation, retention, expansion, and onboarding.

Requirements

• 12–15+ years of progressive leadership experience in enterprise technical support, customer operations, or customer success within global SaaS, fintech, identity, or complex cloud API environments.
• 5+ years leading multi-tier global support organizations at Director or Senior Director level.
• Experience managing distributed US teams, offshore delivery centers, and third-party outsourcing or BPO partners.
• Strong technical depth in enterprise SaaS, API integrations, cloud environments, and contact center technologies such as Salesforce Service Cloud, Zendesk, Jira, PagerDuty, and AI platform tooling.
• Ability to build, analyze, and optimize support KPIs, root-cause models, cost-per-ticket metrics, and executive dashboards.
• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or equivalent practical experience; Master’s degree or MBA preferred.

Culture & Benefits

• Full-time employee benefits with competitive salary, bonus eligibility, and equity opportunities.
• Unlimited vacation and flexible working hours.
• Comprehensive medical benefits and financial, mental, and physical wellness services.
• 401(k) retirement plan and match for US offices.
• Inclusive workplace focused on collaboration, technical excellence, and diverse perspectives.