Head of Global Support & Premium Services

MetaProp; New York (NY); Presencial; USD 155.000 - 200.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health & wellness

Equity

Descripción de la vacante

Attentive seeks a Director of Support to own the global support function, including leadership, operating model, budget, and service commitments. You’ll shape Premium/Enterprise offerings, maintain SLO parity with offshore teams, and drive AI-enabled deflection and agent assist strategies.

You’ll lead the US, UK, and Australia teams, set the quality bar, and partner with Product, Engineering, and Services to align the customer experience with company goals. This is a strategic, impact-heavy role.

Formación

• Experience leading a B2B SaaS support/CX org through meaningful change.
• Managed managers and developed strong leaders.
• Managed a support budget and built capacity models.

Responsabilidades

• Lead the Support management team across US, UK, and Australia.
• Define the operating model and tier structure for Support.
• Oversee offshore and partner capacity and ensure Q&A parity and SLOs.
• Own budget, headcount, BPO spend, and tooling investments.
• Set KPI/SLO framework, QA program, and performance standards.
• Design and launch premium/enterprise support with tiered SLAs.
• Establish Support Engineering discipline and career paths.
• Be senior escalation point for customers and executives.
• Partner with Product, Engineering, and Services on roadmap and scope.

Conocimientos

Leadership & team management

Budget & capacity planning

SLO & KPI ownership

Cross-functional collaboration

AI deployment in support

Offshore/partner management

Escalation & incident management

Herramientas

Zendesk

Assembled

Looker

Descripción del empleo

Attentive seeks a Director of Support to own the global support function, including leadership, operating model, budget, and service commitments. You’ll shape Premium/Enterprise offerings, maintain SLO parity with offshore teams, and drive AI-enabled deflection and agent assist strategies.

You’ll lead the US, UK, and Australia teams, set the quality bar, and partner with Product, Engineering, and Services to align the customer experience with company goals. This is a strategic, impact-heavy role.