Senior Director, Global Customer Support

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

📋 Description

• Lead and expand our global Customer Support organization to ensure rapid, high-quality, and consistent customer experiences across various regions and channels.

• Oversee the global support strategy, operational framework, and performance metrics, balancing standardization with regional specifics.

• Design and implement a 24/7 operational model, incorporating regional hubs, escalation procedures, and on-call rotations, supported by comprehensive SOPs and governance.

• Establish and manage global SLAs (e.g., First Response Time, resolution time, backlog health) and take ownership of the end-to-end analytics engine (Customer Satisfaction, Net Promoter Score).

• Conduct regular updates and foster continuous improvement through global quality assurance, case audits, and standardized coaching initiatives.

• Lead the design and enhancement of the global support technology stack (ticketing, telephony, chat, community, knowledge) in collaboration with internal teams.

• Initiate deflection strategies through knowledge management and in-product guidance to decrease contact rates while enhancing the customer experience.

• Serve as the primary liaison between Support and Product/Engineering to enhance supportability standards, incident management, and bug prioritization.

• Represent the Voice of the Customer and spearhead Support responses for crisis management and major incidents, ensuring clear visibility for executives and timely communication with customers.

• Build and nurture a high-performing, diverse global support organization, including regional leaders, hubs, and specialist pods, through strategic organizational design and career development.

• Manage the vendor/BPO strategy, performance, and financials, ensuring cost-effective and compliant operations across all regions.

⛳️ Requirements

• Over 10 years of experience in Customer Support / Customer Experience / Service Operations, including more than 5 years leading multi-regional or global teams at scale.

• Proven success in enhancing key support metrics (Customer Satisfaction, resolution time, backlog, cost-to-serve) in a rapidly growing environment.

• Demonstrated operational leadership in capacity planning, queue and workforce management, forecasting, and developing scalable processes.

• Extensive experience collaborating with Product and Engineering on incident management, bug triage, reliability/supportability enhancements, and product launches.

• Strong analytical abilities, including proficiency with Excel/Sheets and BI tools (e.g., Looker, Tableau, Power BI); experience with SQL is highly valued.

• Excellent stakeholder management and executive communication skills, with the ability to influence across various functions and geographies.

• Practical experience applying AI and automation in Support (e.g., LLM-powered agent assist, automated triage/routing, knowledge search, summarization, translation, chatbots) with a clear governance framework regarding accuracy, privacy, and human-in-the-loop quality assurance.

🏝️ Benefits

• Employees are entitled to at least the statutory minimum for paid annual leave and public holidays.

• Many locations provide additional company-sponsored vacation days.

• Eligible employees can participate in medical, dental, and vision insurance plans.

• Participation in a 401(k) retirement plan.

• Short-term and long-term disability coverage.

• Basic life insurance provided.

• Well-being benefits available.

• US-based employees receive 20 paid vacation days and 12 paid company holidays.