Senior Director, Global Support

Role Overview

• 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.
• Make automation the default, not the exception, and scale containment without compromising customer experience.
• Position Support automation as a driver of both cost efficiency and customer satisfaction.
• Oversee end-to-end Support delivery across Contentsquare, Heap, Hotjar, and Loris.
• Run Support across Free, Growth, Pro, and Enterprise tiers with clear, enforced service standards for each.
• Own SLAs, CSAT, first contact resolution, deflection rate, and cost to serve.
• Implement operational cadences, KPI frameworks, and business review processes that improve visibility and execution.
• Partner with Product and Engineering to build support readiness for new AI-powered product features, ensuring the team is trained, tooling is in place, and ticket intake forecasts account for new product complexity before general availability.
• Build and manage a hybrid delivery model across in-house teams and outsourced partners.
• Develop tiered delivery frameworks leveraging internal teams, regional partners, and remote delivery models.
• Lead partner negotiations and vendor management initiatives to improve delivery capacity and cost efficiency.
• Establish governance models and performance standards across internal and external delivery teams.
• Lead the modernization of Support tooling, systems, and operational infrastructure.
• Evaluate, negotiate, and implement platforms that improve customer visibility, case resolution, and KPI reporting.
• Partner with Product and Engineering on integrations and workflow automation across the Support lifecycle.
• Turn ticket data into product insight through a structured feedback loop into Product and Engineering, so we fix root causes, not just symptoms.
• Build the motion for Support to surface trial activations, upsell signals, and expansion opportunities to Customer Success and Sales.
• Contribute operational insights that improve product adoption, retention, and long-term customer value.
• Partner closely with Customer Success and Professional Services on customer lifecycle alignment.
• Support strategic customer escalations and complex engagements where executive oversight is required.
• Build high-performing Support leadership and delivery teams across regions.
• Build a team that is technically fluent, customer-obsessed, and comfortable working alongside AI agents.
• Create career paths across products, not within silos.
• Lead teams through organizational transformation and operational scaling while maintaining execution focus and team alignment.

Requirements

• 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.

Benefits

• 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