Director of Customer Support (Global, 24/7)

Director of Customer Support to lead our global, 24/7 customer support organization. This role will drive the vision, strategy, and execution of our support operations to deliver exceptional service across time zones and geographies. The ideal candidate is a proven leader in high-growth SaaS environments with a passion for creating scalable processes, building high-performing teams, and driving customer-centric outcomes around the clock.

What You'll Do

• Lead and oversee all global customer support operations across multiple time zones, ensuring seamless, 24/7 support for our customers.
• Hire, train, and develop a diverse, distributed team of support team leads and agents—fostering a culture of accountability, collaboration, and continuous improvement.
• Drive a data-informed approach to team coaching, decision-making, and individual performance development.
• Build processes and frameworks that scale globally while maintaining a personal, high-touch experience when needed.
• Develop and implement a long-term support strategy that includes automation, self-service, and tech-touch solutions while preserving high-quality customer interactions.
• Evaluate and manage customer support systems and tools to maximize efficiency, visibility, and communication across regions.
• Own the planning and execution of global coverage schedules, including agent capacity modeling and shift scheduling.
• Maintain and continuously improve quality assurance programs to ensure consistency and excellence in all customer interactions.
• Collaborate with cross-functional teams (Product, Engineering, Customer Experience & Success, etc.) to act on customer feedback, resolve recurring issues, and identify opportunities to improve the customer journey.
• Analyze support trends, tickets, and call data to inform operational improvements, customer retention strategies, and internal education needs.
• Own the development and tracking of key performance metrics (CSAT, SLA, response time, etc.) to ensure delivery of best-in-class service.
• Stay current on global customer support trends, tools, and best practices, fostering a culture of innovation and customer empathy.

What You'll Bring

• 5 years of experience leading managers or team leads within a SaaS customer support —ideally in a global, 24/7 environment
• Accountable for productivity and customer sentiment metric achievement;
• Financial accountability and responsibility associated with support costs;
• Strong leadership skills dedicated to helping others develop;
• Self-motivated, eager to learn and capable of adapting quickly to changing priorities;
• Proven success driving customer satisfaction, efficiency, and support performance in a high-growth setting;
• Strong operational leadership with a track record of implementing scalable systems, agent scheduling, and tech-touch strategies;
• Excellent analytical and problem-solving abilities, with proficiency in data analysis and using insights to drive business decisions;
• Deep understanding of SaaS business models and customer lifecycle needs, especially in fast-paced or startup environments;
• Demonstrated ability to build and lead global teams, navigate cultural nuances, and deliver support consistently across multiple regions;
• Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and engage with customers;
• Thrive in a dynamic startup environment, demonstrating adaptability, resilience, and a willingness to take initiative;
• Willingness to travel as needed for team meetings, training, or trade shows.
• Must hold a a current US passport and be willing to travel internationally to support the global team.  
• Eligible to work in the US.
• Must be located in a commutable distance to Irvine, CA or willing to relocate.