Global Director of Customer Support & Experience Strategy

Attentive; United States; On-site; USD 155,000 - 175,000; Full time

Benefits offered by this job

Health & wellness

Equity

Job summary

Attentive is seeking a Director of Support to own how the customer experience is delivered, including leadership, operating model, budget, and service commitments. You’ll inherit a three-tier support structure with defined standards and SLOs, and lead the team across the US, UK, and Australia.

This strategic role defines what Support is accountable for, the cost to deliver it, and how to scale without headcount growing in proportion to volume.

Qualifications

• Experience leading a B2B SaaS support or CX organization through meaningful change.
• Several years of experience managing managers and developing strong leaders.
• Experience managing a support budget and building capacity models.
• Ability to set clear scope boundaries with internal stakeholders.
• Experience running support for a data- or integration-heavy product.
• Experience deploying AI in a support context.
• Experience working with a strong, technical operations leader.

Responsibilities

• Lead the management team across US, UK, and Australia.
• Own the operating model and tier design, including offshore mix.
• Manage offshore capacity and partner performance.
• Manage budget and capacity with headcount and tooling spend.
• Set the quality bar with KPI and SLO frameworks and CSAT.
• Own customer-facing commitments and premium/enterprise offering scope.
• Establish Support Engineering as a discipline and define leadership.
• Be the senior escalation point for customers and executives.
• Partner with Product, Engineering, Services, Enablement, and Product Marketing on roadmaps and launches.

Skills

Leadership of support/CX teams

Budget management

Staff development

Cross-functional collaboration

AI in support

Tools

Zendesk

Assembled

Looker

Job description

Attentive is seeking a Director of Support to own how the customer experience is delivered, including leadership, operating model, budget, and service commitments. You’ll inherit a three-tier support structure with defined standards and SLOs, and lead the team across the US, UK, and Australia.

This strategic role defines what Support is accountable for, the cost to deliver it, and how to scale without headcount growing in proportion to volume.