Global Director of Customer Support

Videndum plc; Cary (NC); Hybrid; USD 140,000 - 200,000; Full time

Benefits offered by this job

Paid holidays

PTO (Paid Time Off)

Medical, dental, and vision insurance

401(k) with company match

Growth and leadership development

Job summary

Videndum in Cary, North Carolina seeks a Director of Customer Support to lead a global, hybrid support organization across SmallHD, Teradek, and Wooden Camera. You will shape service standards, guide a high-performing team, and partner with Engineering and Product to improve outcomes for broadcasters and creators.

The role emphasizes accountability, technical excellence, and continuous improvement across regions and brands, ensuring fast, accurate, and consistent support for customers.

Qualifications

• Bachelor’s degree required; MBA preferred depending on candidate.
• Minimum of 8–10 years in technical or customer support.
• 5+ years in a leadership role with distributed teams.

Responsibilities

• Lead global technical support organization across brands, regions, and time zones.
• Define support structures, escalation paths, staffing models and coverage.
• Recruit, coach, and retain high-performing leaders and team members.
• Drive accountability, technical excellence, and customer-first problem solving.
• Establish SLAs, KPIs, and processes for consistent customer experience.
• Collaborate with Engineering, Product, Operations, and Sales.

Skills

Technical hardware support

Leadership

Cross-functional collaboration

Data analytics

Customer escalation management

Communication

Strategic thinking

Problem solving

Education

Bachelor’s degree

MBA

Job description

Videndum in Cary, North Carolina seeks a Director of Customer Support to lead a global, hybrid support organization across SmallHD, Teradek, and Wooden Camera. You will shape service standards, guide a high-performing team, and partner with Engineering and Product to improve outcomes for broadcasters and creators.

The role emphasizes accountability, technical excellence, and continuous improvement across regions and brands, ensuring fast, accurate, and consistent support for customers.