Global CX Director: Scale & AI-Driven Support

Sprout Social, Inc.; United States; Remote; USD 136,600 - 206,580; Full time

Benefits offered by this job

Comprehensive Health & Wellness

401(k) retirement plan with company match

Flexible Paid Time Off

Paid Parental Leave

Annual Lifestyle Stipend

Work From Home Support

Volunteering hours and donation match

Job summary

A leading SaaS company in the United States is seeking a Director, Global Customer Support to enhance customer experiences and operational efficiency. This role requires over 10 years of experience in customer support, strong operational knowledge, and the ability to lead teams through significant transformations. The successful candidate will define the global support strategy and drive initiatives that improve customer retention and satisfaction. This is a strategic leadership role with opportunities for substantial impact.

Qualifications

• 10+ years of experience leading Customer Support or Technical Support organizations.
• 3+ years in second-line leadership with demonstrated success in global teams.
• Experience in leading teams through transformation and change management.

Responsibilities

• Define and lead the global Support strategy.
• Improve workflows and operating models for efficiency.
• Lead strategic initiatives for enhanced customer outcomes.

Skills

Customer empathy

Operational excellence

Data analysis

Team development

Tools

Zendesk

Salesforce

Job description

A leading SaaS company in the United States is seeking a Director, Global Customer Support to enhance customer experiences and operational efficiency. This role requires over 10 years of experience in customer support, strong operational knowledge, and the ability to lead teams through significant transformations. The successful candidate will define the global support strategy and drive initiatives that improve customer retention and satisfaction. This is a strategic leadership role with opportunities for substantial impact.