Global Product & Customer Support Leader

SEW; Irvine (CA); Hybrid; USD 180,000 - 240,000; Full time

Job summary

SEW seeks a Director of Product / Customer Support to lead a global team delivering best-in-class support for a diverse, worldwide customer base. You will partner with Product Engineering to drive process improvements, set SLAs, and scale services while maintaining exceptional customer experiences across channels.

The role reports to the VP of Customer Success & Support and requires a hands-on leader who can navigate fast-paced, ambiguous environments and build strong stakeholder

Qualifications

• 10+ years’ experience leading global customer support in a rapidly growing B2B SaaS organization.
• Experience scaling Support teams globally, including working with BPO partners.
• Experience creating and managing Support offerings, including features like 24/7 Support.
• Experience with best-in-class Support technologies, preferably including Salesforce Service Cloud.
• Experience building robust and highly adopted customer support communities.
• Experience integrating acquisitions into Global Support framework.
• Deep understanding of SaaS business practices.
• Scrappiness: you don’t always have all the answers, but you know where to find them.
• Excellent customer centric service philosophy and understanding of the challenges in providing a world class customer experience while delivering an optimal self-service experience.
• Ability to understand data and leverage analytics to make good decisions.
• Proven people leader, with the ability to inspire, lead, and mentor a high performing organization.

Responsibilities

• Lead a Global Product / Customer Support team consisting of onshore and offshore agents.
• Identify and execute opportunities to drive process improvements that promote efficiencies and elevate the customer experience.
• Support hitting core SLAs: First Response Time and Update Cadence.
• Increase Support CSAT, measured through surveys after ticket close.
• Influence Product and Engineering to reduce overall ticket volume.
• Improve internal Service Targets and quality standards.
• Manage cross-functionally with leaders across SEW, Operations and Sales while balancing business impacts and customer experience.
• Drive operational excellence in execution to the strategy and goals.
• Accountable for support performance metrics, reporting and budget considerations.
• Analyze reports and calls to identify trends and implement enhancements to performance.
• Enhance current support offerings leveraging SEW Product Support Tools.
• Directs outsourced and key vendor relationships including KPI performance and relationship management.
• Executes responsibilities to ensure budget, KPI and cost per contact targets.
• Responsible for examining processes to align with integration goals.

Skills

Global leadership

Customer focus

Data analytics

People leadership

Strategic thinking

Education

Bachelor’s or Master’s degree

Tools

Salesforce Service Cloud

CRM systems

Job description

SEW seeks a Director of Product / Customer Support to lead a global team delivering best-in-class support for a diverse, worldwide customer base. You will partner with Product Engineering to drive process improvements, set SLAs, and scale services while maintaining exceptional customer experiences across channels.

The role reports to the VP of Customer Success & Support and requires a hands-on leader who can navigate fast-paced, ambiguous environments and build strong stakeholder