Global Director, Customer Support & Experience (Hybrid)

SmallHD; Cary (NC); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Paid holidays

PTO

Insurance (medical, dental, vision)

401(k) with company match

Growth opportunities

Leadership development

Job summary

Videndum is seeking a Director of Customer Support to lead the global technical support experience for SmallHD, Teradek, and Wooden Camera. This hands-on leadership role sets the standards for technical support, builds and guides a high-performing global team, and ensures consistent service quality across regions and brands.

The ideal candidate will establish clear SLAs, develop teams, and drive continuous improvement while maintaining strong customer relationships and technical accuracy in

Qualifications

• Bachelor’s degree in a relevant field.
• 8–10 years in technical or customer support.
• 5+ years in a leadership role.
• Experience managing distributed/global teams across time zones.
• Experience in professional video, broadcast, cinema, pro-AV, or related hardware preferred.

Responsibilities

• Lead the global technical support organization across Videndum brands, regions, and time zones.
• Define and maintain support structures, escalation paths, staffing models, and coverage expectations.
• Recruit, coach, and retain high-performing support leaders and staff.
• Build a culture of accountability, coaching, and customer-first problem solving.
• Ensure consistent standards across location, brand, and customer segment.
• Partner with Product and Engineering to communicate field trends and issues.

Skills

Technical hardware support

Stakeholder engagement

Leadership

People leadership

Analytics

Strategic mindset

Escalation management

Communication

Cross-functional collaboration

Prioritization

Multitasking

Education

Bachelor’s degree

MBA

Job description

Videndum is seeking a Director of Customer Support to lead the global technical support experience for SmallHD, Teradek, and Wooden Camera. This hands-on leadership role sets the standards for technical support, builds and guides a high-performing global team, and ensures consistent service quality across regions and brands.

The ideal candidate will establish clear SLAs, develop teams, and drive continuous improvement while maintaining strong customer relationships and technical accuracy in