Senior Director, Global Customer Support (Remote)

Openkrill; United States; Remote; USD 180,000 - 260,000; Full time

Benefits offered by this job

Second Fridays

Global benefits

Paid parental leave

Competitive time off

Wellbeing resources

Volunteer days

Talent development

Job summary

Keyfactor is seeking a Senior Director, Customer Support to lead the Americas, EMEA, APAC regions from a remote US-based position. You will partner with the VP of Support to shape an elevated customer success strategy and align global leadership to improve the product and support experience.

Applicants must be legally authorized to work in the United States. The role requires long-term vision across functions, high-level execution, and the ability to drive transformational change within a

Qualifications

• Bachelor's degree or equivalent experience required.
• 10+ years of related work experience and 7+ years of management experience.
• Extensive experience leading global support organizations and senior leadership teams.
• Proven track record of defining strategy and driving large-scale improvements.
• Strong executive leadership, strategic thinking and organizational design capabilities.
• Exceptional communication and stakeholder management at executive level.

Responsibilities

• Drive regional customer support strategy across Americas, EMEA, APAC.
• Be point of contact for customer escalations.
• Define long-term strategies to improve customer satisfaction, retention, and growth.
• Ensure scalability, consistency, and operational excellence within the region.
• Lead adoption of best practices and performance frameworks.
• Own regional problem management strategy and proactive issue identification.
• Use support data to ensure the team meets performance metrics.
• Oversee executive communications during high-impact events.
• Collaborate with VP of Support to meet company priorities and growth.

Skills

Executive leadership

Global support

Strategy definition

Stakeholder mgmt

Data-driven decisions

Complexity leadership

Customer experience

Education

Bachelor's degree or equivalent experience

Job description

Keyfactor is seeking a Senior Director, Customer Support to lead the Americas, EMEA, APAC regions from a remote US-based position. You will partner with the VP of Support to shape an elevated customer success strategy and align global leadership to improve the product and support experience.

Applicants must be legally authorized to work in the United States. The role requires long-term vision across functions, high-level execution, and the ability to drive transformational change within a