Senior Director of Customer Support

A company is looking for a Senior Director of Customer Support to lead and scale their global support organization. Key Responsibilities Define and execute a comprehensive customer support strategy across multiple tiers Oversee the relationship with BPO partners and manage performance metrics for Tier 1 support Lead the Enterprise Support team and ensure high-quality service delivery for strategic customers Required Qualifications and Education 10+ years of experience in customer support or operations, with 5+ years in senior leadership roles Proven experience managing BPO/vendor support operations at scale Experience leading multi-tiered support organizations, including enterprise and technical support Strong operational and analytical mindset with experience in KPIs and SLAs management Experience in SaaS or high-growth technology environments is strongly preferred