DIRECTOR, GLOBAL CUSTOMER SUPPORT

Evention LLC; Chicago (IL); On-site; USD 150,000 - 180,000; Full time

Benefits offered by this job

Health & dental

Vision plan

401(k) match

Job summary

Evention LLC is seeking a Director, Global Customer Support to lead a 24/7, distributed team across the US, Manila, and Czech Republic. You will own strategy, operations, people, and metrics to scale a world-class support function that protects margins and customer trust.

You will partner with Product, Engineering, and Professional Services, and serve as executive sponsor for escalations. This role reports to the VP of Professional Services and is Chicago-based.

Qualifications

• 10+ years in customer support, service, or operations roles for B2B SaaS and DaaS companies.

Responsibilities

• Lead and transform our global support organization across regions and time zones.

Skills

Customer support leadership

Global leadership

SaaS expertise

Data-driven decisions

Executive communication

Tools

Ticketing systems

Knowledge bases

CRM platforms

Chat/AI tools

Job description

About the Organization Evention is redefining financial trust after checkout. Hospitality, retail, and entertainment businesses run on complex ecosystems of payments, payroll, tips, OTAs, and financial systems. But checkout is not the end of a transaction. It is the moment payment is authorized, not the moment financial accuracy is proven. As transactions move across systems, small errors can quickly turn into margin leakage, compliance risk, operational friction, and brand impact. Evention exists to close that gap. As the financial trust layer for complex, high-volume operators, Evention helps organizations continuously validate financial activity after checkout to ensure what was paid, processed, and reported is accurate across systems, locations, and workflows. Our platform automates reconciliation, surfaces exceptions before they become larger problems, and helps finance and operations teams protect margins, improve compliance, and lead with confidence. Since 2004, Evention has partnered with leading hospitality, retail, gaming, grocery, convenience, and entertainment brands to solve problems most businesses do not realize they have until they become costly. We are building a company that moves quickly, values curiosity, and challenges legacy ways of working. If you enjoy solving meaningful problems, working cross-functionally, and helping shape what comes next, you will fit right in.

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

THE OPPORTUNITY

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

Global Support Leadership & Transformation

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.

Strategy & Future-State Design

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.

Location Chicago Location

Full-Time/Part-Time Full-Time

POSITION 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) · Implementing tiered support models · AI/automation in support · 24/7 or follow-the-sun operations

COMPENSATION

Component Range Details

Base Salary $150K – $180K Based on experience & track record

Annual Bonus 15% of base Target bonus; tied to support KPIs

Total Target Cash $172K – $207K Base + target bonus

BENEFITS & SUPPORT

• Comprehensive health, dental
• Vision Plan
• 401(k) with 4% company match

WHAT SUCCESS LOOKS LIKE

First 30 Days: Assessment & Clarity

Conduct thorough assessment of support operations, team, tools, and processes. Present findings and recommendations to leadership. Clarify roles, escalation paths, and cross-functional handoffs.

Days 30–90: Design & Planning

Design the future-state support operating model. Establish baseline metrics and reporting dashboards. Develop a prioritized global support improvement roadmap.

Months 3–6: Rollout & Momentum

Implement redesigned support workflow and tiered model. Build out the team to match the new structure. Standardize core workflows and service expectations. Achieve measurable improvements in key metrics.

Months 6–12: Scale & Optimization

Mature the global coverage model, knowledge management, and QA processes. Demonstrate sustained improvement in CSAT, resolution times, and efficiency. Establish a scalable operating model that grows with the business.

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.

If this resonates, let's talk.

This position is currently accepting applications.