Lead the design and delivery of an enterprise support model
Ensure exceptional service for our largest clients
Drive proactive engagement, faster resolution, and improved client retention
Own the enterprise support structure, escalation framework, Tier 3 operations, configurations, and special projects
Integrate client experience, analytics, and cross-functional collaboration to enhance outcomes
Build a segmented support model for Enterprise Accounts with defined service levels
Lead strategic escalations, including executive and churn-risk situations
Expand and modernize global Tier 3 and configuration teams
Serve as a senior liaison between Support, Client Success, Product, Engineering, and Onboarding
Leverage AI, speech analytics, and operational data to identify pain points
Explore and develop opportunities for paid premium support offerings

Extensive leadership experience in Customer Support, Client Success, or related fields; SaaS or enterprise
Proven record building and scaling support organizations and managing complex client escalations.
Strong collaboration skills with Product, Engineering, and Commercial teams.
Expertise in analytics, CRM/ticketing systems, and technology-driven support innovation.
Exceptional communication, executive presence, and leadership skills.
Bachelor’s degree preferred.

Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe.
Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
Medical/Dental/Vision coverage
EAP – we get you help when you need it. Period.
Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16.
And more! – so many benefits we couldn’t even fit them all here!

Senior Director, Customer Support – Enterprise Accounts, Client Experience & Escalations

Key skills