Remote Regional Director, Customer Support

Keyfactor, Inc.; United States; Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Comprehensive benefits globally

Paid parental leave

Flexible time off

Job summary

Keyfactor is seeking a Regional Director of Support to lead a regional or large multi-team organization, ensuring high-quality customer support and strong operational performance. This role combines technical expertise with leadership accountability for KPIs, financial performance, and cross-functional alignment.

Applicants must be legally authorized to work in the United States. The position requires 10+ years in related work and a proven track record managing regional KPIs, SLAs, and

Qualifications

• Bachelor’s degree or equivalent experience.
• 10+ years in related work with leadership experience.
• Experience leading large, multi-team support organizations, including managers and senior managers.
• Proven experience owning regional performance, including KPIs, SLAs, and operational outcomes.
• Experience driving cross-functional initiatives and operational improvements.
• Strong leadership, organizational management, and decision-making skills.
• Strong communication skills, including ability to engage executive stakeholders and customers.
• Ability to analyze performance data and drive improvements.
• Ability to manage performance at scale across multiple teams.
• Ability to align teams, remove blockers, and drive accountability.
• Ability to influence cross-functional stakeholders and drive outcomes.
• Deep understanding of support operations, KPIs, SLAs, and performance management.
• Strong knowledge of product environments, customer use cases, and industry practices.

Responsibilities

• Lead regional support teams to deliver high-quality customer support aligned with SLAs and KPIs.
• Manage proactive customer communication, issue resolution, and escalation handling.
• Handle high-severity and executive-level escalations with clear communication and resolution.
• Own regional performance across KPIs, SLAs, and customer outcomes.
• Prioritize and resolve high-impact issues; drive structured problem management.
• Drive governance with reporting dashboards and consistent processes.
• Identify product failure areas and partner with Product/Engineering for improvements.
• Analyze support trends to reduce escalations and drive continuous improvement.
• Coordinate with senior leadership to align regional execution with global strategy.

Skills

Leadership

Strategic thinking

Executive communications

Performance analytics

Cross-functional leadership

Stakeholder management

Customer support operations

KPI & SLA management

Education

Bachelor’s degree or equivalent experience

Job description

Keyfactor is seeking a Regional Director of Support to lead a regional or large multi-team organization, ensuring high-quality customer support and strong operational performance. This role combines technical expertise with leadership accountability for KPIs, financial performance, and cross-functional alignment.

Applicants must be legally authorized to work in the United States. The position requires 10+ years in related work and a proven track record managing regional KPIs, SLAs, and