Senior Director, Global Customer Support

As Senior Director, Global Customer Support, you will lead and scale our global Customer Support organisation to deliver fast, high-quality and consistent customer experiences across regions and channels. You will own the global support strategy, operating model and performance outcomes – balancing standardisation with regional nuances – and work cross-functionally with Product, Engineering, Customer Success and Sales to improve customer health, retention and cost-to-serve.

Responsibilities

Own the multi-year vision and roadmap for global support, including service tiers, coverage, channel strategy and follow-the-sun operations; Architect and run a 24/7 operating model, including regional hubs, escalation paths, and on-call rotations, supported by robust SOPs and governance; Define and manage global SLAs (e.g. FRT, resolution time, backlog health) and own the end-to-end analytics engine (CSAT, NPS); Lead regular updates and drive continuous improvement through global QA, case audits, and standardized coaching programs; Lead the design and optimization of the global support tech stack (ticketing, telephony, chat, community, knowledge) in partnership with internal teams; Drive deflection initiatives through knowledge management and in-product guidance to reduce contact rates while simultaneously improving the customer experience; Act as the primary bridge between Support and Product/Engineering to improve supportability standards, incident management and bug prioritisation; Represent Voice of Customer and lead Support response for crisis management and major incidents, ensuring clear executive visibility and timely customer communications; Build and develop a high-performing, diverse global support organisation, including regional leaders, hubs and specialist pods, through strategic org design and career pathing; Own the vendor/BPO strategy, performance and commercials, ensuring cost-efficient and compliant operations across regions

Requirements

10+ years in Customer Support / Customer Experience / Service Operations, with 5+ years leading multi-region or global teams at scale; Proven track record improving key support outcomes (CSAT, resolution time, backlog, cost-to-serve) in a high-growth environment; Demonstrated operational leadership in capacity planning, queue and workforce management, forecasting and building scalable processes; Deep experience partnering with Product and Engineering on incident management, bug triage, reliability/supportability improvements and product launches; Strong analytical skills, including proficiency with Excel/Sheets and BI tools (e.g. Looker, Tableau, Power BI); experience with SQL is highly regarded; Excellent stakeholder management and executive communication, with the ability to influence across functions and geographies; Hands-on experience applying AI and automation in Support (e.g. LLM-powered agent assist, automated triage/routing, knowledge search, summarisation, translation, chatbots) with clear governance around accuracy, privacy and human-in-the-loop QA

Nice to have

Experience in B2B SaaS, fintech, payments or other complex, regulated, multi-product environments; Experience operating at scale on global support platforms such as Zendesk and knowledge systems like Confluence; Proven success managing BPO / vendor relationships, including commercial optimisation, performance management, QA and compliance