Regional Director, Customer Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a regional or extensive multi-team support organization.

• Guarantee the provision of consistent, high-quality customer support in accordance with SLAs, KPIs, and customer expectations.

• Facilitate proactive communication with customers, manage issue resolution, and handle escalation processes.

• Address high-severity and executive-level customer escalations.

• Take ownership of regional performance concerning KPIs, SLAs, and customer outcomes.

• Prioritize and resolve significant and urgent customer issues.

• Ensure consistency through reporting, dashboards, and operational governance.

• Identify areas of product failure and collaborate with Product and Engineering to implement improvements.

• Examine support trends and recurring issues to drive continuous improvement and minimize future escalations.

• Lead structured problem management initiatives and apply long-term root-cause solutions.

• Manage critical incidents and escalations, ensuring alignment, prioritization, and timely resolutions.

• Maintain proactive communication with stakeholders during high-impact incidents.

• Collaborate with senior leadership, Engineering, and Product to ensure regional execution aligns with global strategies.

• Suggest and implement tools, infrastructure enhancements, and operational efficiencies, including AI solutions.

• Create reporting, review, and alignment schedules to promote accountability and performance.

• Foster collaboration across teams, sharing insights, best practices, and lessons learned.

⛳️ Requirements

• Bachelor's degree or equivalent professional experience.

• Over 10 years of relevant work experience.

• Expert technical proficiency in their respective functional areas.

• Generally, at least 5 years of management experience.

• Experience leading large, multi-team support organizations, including supervising managers and senior managers.

• Demonstrated experience in owning regional performance, including KPIs, SLAs, and operational results.

• Proven track record of driving cross-functional initiatives and operational enhancements.

• Strong leadership abilities, organizational management skills, and decision-making capabilities.

• Excellent communication skills, with the capacity to engage executive stakeholders and customers.

• Competence in analyzing performance data and implementing improvements.

• Ability to manage performance on a large scale across multiple teams.

• Skilled in aligning teams, removing obstacles, and fostering accountability.

• Capability to influence cross-functional stakeholders and achieve desired outcomes.

• In-depth knowledge of support operations, KPIs, SLAs, and performance management.

• Strong understanding of product environments, customer use cases, and industry practices.

• Candidates must be legally authorized to work in the United States.

🏝️ Benefits

• Second Fridays (a company-wide day off on the second Friday of each month, excluding November and December due to the holiday schedule). Please note that this benefit may change.

• Comprehensive global benefit coverage.

• Paid Parental Leave is available for new parents, with structure varying based on regional/government regulations. In regions without government-paid leave, like the U.S., the company provides generous paid parental leave along with comprehensive adoption and fertility support.

• Competitive global time off policies.

• Dedicated employee-focused ambassadors through Key Contributors & Culture Committees.

• DIVERSE Commitment, an initiative advocating for a more inclusive and diverse future in business, society, and technology.

• The Keyfactor Alliance Program to bolster DEIB efforts.

• Wellbeing resources, wellness allowance, mindfulness app free membership, and Wellness Wednesdays.

• Global Volunteer Day, company non-profit matching, and three volunteer days off.

• Monthly talent development and cross-functional meetings to encourage professional growth.

• Regular All Hands meetings followed by group gatherings.

• Opportunities for personal and professional growth.

• An entrepreneurial environment that balances autonomy with structure.