Director of Support Experience and Strategy
Skills
- Proven leadership building and scaling global support organizations
- P&L ownership and strategic planning experience
- Strong analytics and data-driven decision-making capabilities
- Familiarity with DevOps, developer tooling and technical product support
- Experience with support platforms and BI tools (e.g., Zendesk, Salesforce, Tableau, Snowflake)
- Experience implementing AI-enabled support solutions and predictive analytics
- Excellent communication, presentation and influencing skills
- Experience managing remote, distributed teams across AMER/EMEA/APAC
Responsibilities
- Design and implement innovative, differentiated support experiences including self-service, knowledge management, and community-driven initiatives
- Champion and deploy AI-powered support tools, chatbots, predictive analytics and other emerging technologies
- Develop and execute a comprehensive support strategy and long-term roadmap aligned to business objectives
- Define support KPIs and build executive dashboards and reporting for leadership decision-making
- Partner with Product and Engineering to surface support insights that influence product development
- Drive omnichannel support strategy for seamless customer interactions across channels and regions
- Lead capacity planning, workforce management and global resourcing to ensure coverage across time zones
- Implement quality assurance programs and continuous improvement through automation and workflow optimization
- Establish feedback loops, voice-of-customer programs and processes to iterate on support touchpoints
- Create predictive models to forecast demand, identify at-risk accounts, and optimize resource allocation
- Manage vendor and technology partnerships and own budget planning and resource optimization
- Build talent development, career progression and succession planning frameworks and promote inclusion
Education
- Bachelor's degree or equivalent professional experience
- Ongoing professional development in support operations, analytics or leadership
Benefits
- All-remote, asynchronous work environment
- Flexible paid time off
- Comprehensive health and well-being benefits
- Equity compensation and employee stock purchase plan
- Growth and development budget
- Parental leave
- Home office equipment support
- Team Member Resource Groups and inclusion programs
Average salary estimate
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