Global Director, Customer Experience & Support

LeadsOnline; Plano (TX); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

401k with company matching

HSA with employer contributions

Paid vacation

Parental leave

Disability insurance

Job summary

LeadsOnline in Plano, TX is seeking a Director of Customer Support to shape and execute the global strategy for our support organization. Reporting to the CCO, you will oversee customer care, onboarding, technical support, training, communications, and quality assurance to deliver exceptional experiences and revenue retention.

As we evolve toward a subscription‑based SaaS model, you will lead a global team, collaborate with Sales, Marketing, and Product, and ensure a customer‑first culture with

Qualifications

• Must be a US Citizen.
• Minimum 10 years of leadership experience in global customer service or support, ideally within SaaS, HaaS, or e-commerce environments.
• Proven success managing large, matrixed teams across multiple geographies.
• Data-driven; keen understanding of core KPIs and ability to rally teams around them.
• Certifications in Six Sigma, ITIL, Agile, or PMP are highly desirable.
• Bachelor’s degree required; MBA or equivalent preferred.

Responsibilities

• Develop and execute the global Customer Support strategy aligning with business goals.
• Lead cross-functional collaboration with Sales, Marketing, and Product to define offerings.
• Oversee onboarding, training, and QA across regions.
• Drive customer satisfaction and revenue retention through operations excellence.
• Monitor KPIs and manage budgets and headcount planning.

Skills

Strategic leadership

Customer focus

Innovation

Collaboration

Talent development

Results orientation

Accountability

Trust & integrity

Decision making

Education

Bachelor's degree

MBA or equivalent preferred

Job description

LeadsOnline in Plano, TX is seeking a Director of Customer Support to shape and execute the global strategy for our support organization. Reporting to the CCO, you will oversee customer care, onboarding, technical support, training, communications, and quality assurance to deliver exceptional experiences and revenue retention.

As we evolve toward a subscription‑based SaaS model, you will lead a global team, collaborate with Sales, Marketing, and Product, and ensure a customer‑first culture with