Lead and scale a global Support organization across EMEA, North America, and APAC.
Define and execute the Support strategy aligned with company growth objectives, retention targets, and customer outcomes.
Lead the transformation of Support into an AI-first, scalable, multi-product function.
Establish regional operating models and leadership structures that improve delivery consistency and operational accountability.
Drive organizational alignment and integration initiatives following structural or product changes.
Set and execute the roadmap for AI-driven deflection, triage, and resolution across all products.
Lead the implementation of AI-powered support tools, chatbots, and operational agents.
Oversee end-to-end Support delivery across Contentsquare, Heap, Hotjar, and Loris.
Own SLAs, CSAT, first contact resolution, deflection rate, and cost to serve.
Build and manage a hybrid delivery model across in-house teams and outsourced partners.
Lead the modernization of Support tooling, systems, and operational infrastructure.
Partner closely with Customer Success and Professional Services on customer lifecycle alignment.

10+ years of experience in Customer Support, Customer Operations, or SaaS Services leadership roles.
Proven track record leading large-scale Support transformation initiatives
Proven experience scaling AI-driven support tools (chatbots, deflection engines, automation agents) from pilot to enterprise-wide deployment, with measurable containment and satisfaction outcomes.
Demonstrated experience managing a global incident management process including on-call rotations, priority protocols, external status page communications, and post-mortem disciplines.
Strong experience running multi-product or multi-business-unit Support in a SaaS environment, ideally through an acquisition or integration.
Demonstrated expertise managing hybrid delivery models across in-house and outsourced teams.
Experience implementing Support tooling, automation platforms, and scalable delivery frameworks.
Strong financial and operational acumen with experience managing Support budgets, forecasting, and cost to serve.
Experience leading global or regional teams in fast-paced, high-growth environments.
Strong executive communication, stakeholder management, and organizational leadership capabilities.

Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
Work flexibility: hybrid and remote work policies
Generous paid time-off policy (every location is different)
Lifestyle allowance
A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work
Every full-time employee receives stock options, allowing them to share in the company’s success
We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts
And more benefits tailored to each country

Senior Director, Global Support

Key skills