Own the health, performance, and integrity of a high-performing global support organization
Set the standards for how managers lead, coach, and develop their teams
Inspect execution, intervene early when performance or culture signals warrant it, and serve as the strategic voice of Support across cross-functional initiatives
Review team-wide performance trends across productivity, backlog, CSAT, QA, and KCS
Audit manager 1:1 notes and coaching plans for completeness, tone, and follow-through
Monitor escalation patterns and identify systemic issues requiring cross-functional resolution
Champion process improvements in collaboration with Product, Ops, and Engineering
Conduct regular skip-level conversations to surface engagement signals and management blind spots
Lead monthly performance calibration sessions, ensuring coaching plans and PIPs are fair, consistent, and well-documented
Partner with cross-functional leaders on operational issues and company-level initiatives

8+ years of people leadership experience, including at least 3 years leading managers
Demonstrated ability to coach and develop managers to deliver sustained, measurable performance improvements
Strong operational instincts with a track record of meeting or exceeding core support KPIs
Strong executive presence and communication skills; able to represent Support credibly across the business
B2B SaaS experience; staffing industry background a plus
Bonus points for:
Experience leading support in a high-growth SaaS environment
Involvement in operational transformation or M&A integration
Interest in and application of AI tools to improve support operations and leadership effectiveness

Senior Director, Enterprise Support

Key skills