Director, Global Support & Customer Experience

Decisions; Virginia Beach (VA); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive health benefits

Remote or hybrid options

Professional development support

Collaborative growth culture

Paid time off & holidays

Job summary

Decisions in Virginia Beach, VA, seeks a Director of Support to lead global product support operations, ensuring timely resolution of issues and a consistently positive experience for customers.

The role shapes support strategy, drives performance, and collaborates across Product, Engineering, CloudOps, Security, and Customer Success to align with company goals. Expect on-site weekly presence with strong leadership impact.

Qualifications

• 8+ years leading enterprise software, SaaS, or tech support organizations.
• 3+ years managing managers or distributed teams.
• Proven experience supporting multiple products or platforms.
• Experience owning executive-level escalations and critical incidents.
• Strong expertise in SLA-driven operations, KPI management, backlog reduction, and service improvement.
• Partnership with Engineering, Product, CloudOps, Customer Success, and Professional Services.

Responsibilities

• Lead global product support operations across all company products.
• Own support strategy, team performance, and operational efficiency.
• Manage customer escalations and maintain high service quality.
• Collaborate with Product, Engineering, CloudOps, Security, and Customer Success.
• Use data to drive product improvements and reduce customer effort.
• Develop future leaders and ensure employee retention.

Skills

Enterprise software leadership

SaaS operations

Executive escalations

KPI management

Incident/problem management

Cross-functional collaboration

ITIL awareness

Job description

Decisions in Virginia Beach, VA, seeks a Director of Support to lead global product support operations, ensuring timely resolution of issues and a consistently positive experience for customers.

The role shapes support strategy, drives performance, and collaborates across Product, Engineering, CloudOps, Security, and Customer Success to align with company goals. Expect on-site weekly presence with strong leadership impact.