Director, Global Customer Support

Evention; Chicago (IL); Hybrid; USD 140.000 - 150.000; Vollzeit

Benefits dieser Stelle

401(k) with 4% company match

Zusammenfassung

Evention is building a world-class customer support organization. We seek a Director, Global Customer Support to lead strategy, operations, people, and metrics across a distributed global team.

You’ll report to the VP of Professional Services and shape how customers experience Evention after the sale. This role requires defining an operating model, SLAs, and cross-functional partnerships to ensure exceptional outcomes.

Qualifikationen

• 10+ years in customer support/ops for B2B SaaS/DaaS.
• 5+ years global leadership of distributed teams.
• Proven experience building or significantly redesigning support.
• Experience leading multi-region teams across time zones.
• Track record defining and owning operational metrics (SLAs, CSAT, response times).
• Executive-level communication and stakeholder management.

Aufgaben

• Lead and scale a global 24/7 support organization across regions.
• Define future-state operating model including tiered structure (L1/L2/L3) and global coverage.
• Build business case for headcount, tooling, and technology investments.
• Audit workflows and redesign for efficiency and scalability; implement scalable playbooks.
• Own metrics framework and dashboards; provide leadership visibility.
• Partner with Product, Engineering, Customer Success, and Professional Services; serve as executive sponsor for escalations.

Kenntnisse

Customer support leadership

Global team leadership

Operational metrics

Executive communication

Data-driven decisions

Stakeholder management

B2B SaaS/DaaS knowledge

AI/automation in support

Tools

Ticketing systems

Knowledge bases

CRM systems

Chat/AI tools

Jobbeschreibung

Evention is the financial trust layer for hospitality, retail, and entertainment operators. We catch payment errors and fraud at checkout — before they become refunds, chargebacks, and compliance headaches. Trusted by hundreds of operators managing millions of transactions annually.

Now we're building a world-class customer support organization to match. As Director, Global Customer Support, you'll lead this transformation. You'll own strategy, operations, people, and metrics across a distributed global team. This is not a keep-the-lights-on role — this is a builder's mandate to design and scale a support operation that reflects our commitment to customer trust.

You'll report to the VP of Professional Services and become a strategic leader in how customers experience Evention after the sale. Your decisions on process, tooling, team structure, and metrics will directly shape customer satisfaction, retention, and expansion.

YOUR MANDATE

Lead and transform our global support organization across multiple regions and time zones. The team is truly 24/7 and the candidate will directly manage individuals in the US, Manila, and Czech Republic. It is imperative to establish a clear operating model with consistent coverage, ownership, escalation paths, and handoffs. Build distributed team culture around customer obsession, urgency, accountability, and continuous improvement.

• Define the future-state support operating model, including tiered structure (L1/L2/L3), escalation paths, and global coverage.
• Establish a vision that balances speed-to-resolution, quality, and cost efficiency as the company scales.
• Build the business case for headcount, tooling, and technology investments needed to support growth.

Process Design & Operational Excellence:

• Audit current workflows and redesign for efficiency and scalability.
• Implement tiered support with clear ownership and SLAs.
• Develop knowledge management systems and quality assurance processes. Create operational playbooks that scale.

Metrics, Accountability & Data-Driven Decision Making:

• Own the metrics framework: CSAT, NPS, response/resolution time, first-contact resolution, cost per ticket, and more.
• Build dashboards and reporting cadences that give leadership visibility.
• Analyze trends to drive product improvements and capacity planning.

Cross-Functional Partnership:

• Partner with Product and Engineering on customer feedback.
• Collaborate with Customer Success on handoffs.
• Align with Professional Services on implementation flows.
• Serve as executive sponsor for escalations and critical incidents.

Client-First Mindset:

Partner with Director of Client Success to ensure that we have client-centric mindset and approach. Expectation for this individual to directly interact and support client escalations as executive sponsor as appropriate.

Requirements

WHO YOU ARE

Must-Have Experience:

• 10+ years in customer support, service, or operations roles for B2B SaaS and DaaS companies
• 5+ years of progressive global leadership managing managers and distributed teams
• Proven experience building or significantly redesigning support
• Demonstrated leadership of global/multi-region teams across time zones (non-negotiable)
• Track record defining and owning operational metrics (SLAs, CSAT, response/resolution times)
• Expertise with modern support tooling (ticketing, knowledge bases, chat/AI, CRMs)
• Strong analytical skills and data-driven decision making
• Executive-level communication and stakeholder management

Nice-to-Have Experience

• Scaling support through high-growth (2x+ annual company growth)
• AI/automation in support
• 24/7 or follow-the-sun operations

COMPENSATION

Base Salary $140K – $150K Based on experience & track record

BENEFITS & SUPPORT

• 401(k) with 4% company match

We're looking for an operational leader who's equally comfortable setting strategy and digging into how work actually flows. Someone who sees support not as a cost center but as a competitive advantage. Someone who can transform our operations while staying relentlessly focused on customer outcomes.