Director of Global Customer Support & Strategy

Rippling, Inc.; Virginia Beach (VA); Hybrid; USD 140,000 - 210,000; Full time

Benefits offered by this job

Competitive compensation

Health and wellness benefits

Remote or hybrid work

Professional development support

Collaborative, high-growth culture

Paid time off and holidays

Job summary

Decisions is seeking a Director of Support to lead global product support operations across all company products, ensuring timely resolution of issues and high service quality. The role oversees strategy, performance, and cross-functional alignment with Product, Engineering, CloudOps, Security, and Customer Success.

An exceptional Director of Support turns reactive ticket queues into a strategic capability, using data to improve the product and customer outcomes while driving cost efficiency.

Qualifications

• 8+ years leading enterprise software, SaaS, or technology support organizations.
• 3+ years managing managers, team leads, or distributed support teams.
• Proven experience supporting multiple products, platforms, or service offerings.
• Demonstrated ownership of executive-level customer escalations and critical incident management.
• Strong expertise in SLA-driven support operations, KPI management, backlog reduction, and service improvement.
• Experience partnering closely with Engineering, Product, CloudOps, Customer Success, and Professional Services teams.
• Deep understanding of incident management, problem management, root cause analysis, and support best practices (ITIL preferred).

Responsibilities

• Lead global product support operations across all company products.
• Ensure timely resolution of issues and high service quality.
• Own support strategy, team performance, and cross-functional alignment.
• Use data to drive product improvements, reduce customer effort, and lower costs.
• Develop future leaders and maintain a high-performing, engaged team.

Skills

Enterprise support leadership

Executive escalations

SLA and KPI management

Cross-functional collaboration

Incident and problem management

Tools

ITIL

Job description

Decisions is seeking a Director of Support to lead global product support operations across all company products, ensuring timely resolution of issues and high service quality. The role oversees strategy, performance, and cross-functional alignment with Product, Engineering, CloudOps, Security, and Customer Success.

An exceptional Director of Support turns reactive ticket queues into a strategic capability, using data to improve the product and customer outcomes while driving cost efficiency.