Senior Director, Enterprise Support

This is a fully remote position, open to applicants in North America.

📋 Description

• Take ownership of the health, performance, and integrity of a high-performing global support organization.

• Establish the benchmarks for how managers guide, mentor, and cultivate their teams.

• Evaluate execution, proactively intervene when performance or cultural indicators suggest a need, and act as the strategic advocate for Support in cross-functional initiatives.

• Analyze team-wide performance trends encompassing productivity, backlog, CSAT, QA, and KCS.

• Review manager one-on-one notes and coaching plans for thoroughness, tone, and follow-through.

• Monitor escalation trends and pinpoint systemic issues that require cross-functional intervention.

• Advocate for process enhancements in partnership with Product, Ops, and Engineering teams.

• Conduct regular skip-level discussions to identify engagement indicators and management blind spots.

• Facilitate monthly performance calibration meetings to ensure coaching plans and PIPs are equitable, consistent, and well-documented.

• Collaborate with cross-functional leaders on operational challenges and company-wide initiatives.

⛳️ Requirements

• Over 8 years of experience in people leadership, including a minimum of 3 years managing managers.

• Proven capability to coach and develop managers to achieve sustained, measurable improvements in performance.

• Strong operational instincts with a history of meeting or surpassing core support KPIs.

• Exceptional executive presence and communication skills; adept at representing Support effectively across the organization.

• Experience in the B2B SaaS sector; background in the staffing industry is a plus.

• Bonus points for:

• Experience leading support in a rapidly growing SaaS environment.

• Participation in operational transformation or M&A integration.

• Interest in and application of AI tools to enhance support operations and leadership efficiency.

🏝️ Benefits

• Health insurance.

• 401(k).

• 401(k) Match.

• Unlimited Planned Paid Time Off.

• Global Mental Health Support.

• On-Demand Learning & Development.

• Quarterly paid volunteer days.

• Lucrative Employee Referral Program.

• Company-wide mentor program.