Regional Director, Customer Support & Operations (Remote)

Socket.dev

United States

On-site

USD 150,000 - 230,000

Full time

6 days ago

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Benefits offered by this job

Second Fridays

Global benefits

Parental leave

Wellbeing resources

Talent development

Job summary

Keyfactor is seeking a Regional Director of Customer Support in the United States, with remote capabilities. You will lead a regional multi-team support organization, drive performance against KPIs and SLAs, and partner with Product and Engineering to deliver improvements.

The role demands executive-level communication, strategic alignment, and strong leadership to guide customer outcomes and operational excellence.

Qualifications

Bachelor's degree or equivalent experience.
10+ years of related work experience with leadership background.
Experience leading large, multi-team support organizations.
Proven track record owning regional performance (KPIs, SLAs).
Strong leadership, communication, and decision-making skills.

Responsibilities

Lead regional or large multi-team support organization, ensuring high-quality customer support.
Own regional performance across KPIs, SLAs, and customer outcomes.
Drive proactive customer communication, issue resolution, and escalation management.
Manage high-severity escalations with clear communication and resolution outcomes.
Collaborate with Product and Engineering to drive improvements and align with global strategy.
Analyze support trends to inform continuous improvement and reduce escalations.
Establish governance, dashboards, and reporting to drive accountability.
Influence cross-functional stakeholders to drive outcomes at scale.