Global Head of Customer Support & Experience

Evention; Chicago (IL); Hybrid; USD 140,000 - 150,000; Full time

Benefits offered by this job

401(k) with 4% company match

Job summary

Evention is building a world-class customer support organization. We seek a Director, Global Customer Support to lead strategy, operations, people, and metrics across a distributed global team.

You’ll report to the VP of Professional Services and shape how customers experience Evention after the sale. This role requires defining an operating model, SLAs, and cross-functional partnerships to ensure exceptional outcomes.

Qualifications

• 10+ years in customer support/ops for B2B SaaS/DaaS.
• 5+ years global leadership of distributed teams.
• Proven experience building or significantly redesigning support.
• Experience leading multi-region teams across time zones.
• Track record defining and owning operational metrics (SLAs, CSAT, response times).
• Executive-level communication and stakeholder management.

Responsibilities

• Lead and scale a global 24/7 support organization across regions.
• Define future-state operating model including tiered structure (L1/L2/L3) and global coverage.
• Build business case for headcount, tooling, and technology investments.
• Audit workflows and redesign for efficiency and scalability; implement scalable playbooks.
• Own metrics framework and dashboards; provide leadership visibility.
• Partner with Product, Engineering, Customer Success, and Professional Services; serve as executive sponsor for escalations.

Skills

Customer support leadership

Global team leadership

Operational metrics

Executive communication

Data-driven decisions

Stakeholder management

B2B SaaS/DaaS knowledge

AI/automation in support

Tools

Ticketing systems

Knowledge bases

CRM systems

Chat/AI tools

Job description

Evention is building a world-class customer support organization. We seek a Director, Global Customer Support to lead strategy, operations, people, and metrics across a distributed global team.

You’ll report to the VP of Professional Services and shape how customers experience Evention after the sale. This role requires defining an operating model, SLAs, and cross-functional partnerships to ensure exceptional outcomes.