Director, Global Personalized Support

Job description

**Hungry, Humble, Honest, with Heart.** **The Opportunity** The **Director of Global Designated Support** will own the end-to-end strategic direction and delivery for our most prestigious clientele. This leader acts as a **critical bridge between technical excellence and business value** , transforming support from a service into a partnership. Your primary focus is to move the organization toward a **proactive, preventative posture;** while navigating high-profile escalations with composure. You will scale a global team of Designated Support Engineers (DSEs) to deliver **unmatched customer confidence** by mastering the nuances of unique client environments. By providing **practical expertise and accelerated resolution** , you will ensure our DSEs act as true partners who **anticipate risks** before they impact the business, ultimately driving deep environmental intimacy and long-term customer loyalty. **About The Team** We are seeking a high-caliber leader to spearhead our Global Designated Support organization. As the architect of our **long-term strategic roadmap** , you will define the vision and **lead the end-to-end transformation** of our technical support operations. This team serves as the technical backbone for our most strategic, high-profile customers; your mission is to evolve this global function from a reactive model into a **proactive, strategy-led growth engine** that drives customer lifetime value **Your Role** **Leadership and Strategy** - Build, lead and manage a global team of Designated Support Engineers, focusing on delivering best-in-class customer support for Global Strategic customers. - Develop and implement long-term technical support strategies that align with the company’s product roadmap and business objectives. - Collaborate with senior leadership to set key performance indicators (KPIs) and ensure team performance is aligned with overall company goals. - Drive strategic alignment between Personalized Support, Product Engineering, and Customer Success to create a continuous feedback loop that informs product roadmaps and reduces systemic friction for top-tier clients. **Escalation Management & Cross-Functional Collaboration** - Lead and orchestrate high-profile, mission-critical customer escalations, ensuring swift resolution and clear executive communication. - Maintain daily collaboration with Engineering leadership and top-tier account teams to bridge the gap between customer needs and product development. - Act as the ultimate internal and external advocate for the customer during technical crises. - Work closely with engineering teams to drive process improvements, root cause analysis, and feedback loops from support to engineering for continuous improvement. **Strategic Scaling & Operations** - Architect and execute a multi-year global scaling strategy that aligns organizational capacity with regional market demands, ensuring a consistent, world-class service standard across all territories. - Conceptualize and institutionalize high-touch support models and engagement frameworks that differentiate our premium offering and maximize customer lifetime value (CLV). - Spearhead the digital transformation by leveraging AI-driven intelligence and predictive analytics to shift the organization from a traditional "break-fix" support model to a preventative service. - Define and lead a high-impact KPI framework that pivots organizational success metrics from operational volume to strategic health; prioritizing technical debt, risk mitigation, and proactive environmental optimization. **Technical Understanding & Mentorship** - Develop a strong grasp of our core SaaS technologies to understand exactly how customers utilize our platforms in their business operations. - Provide direct mentorship to first-year and senior managers within the global support structure. - Foster a culture of excellence where engineers are empowered to act as 'Knowledge Domain Owners.' **What You Will Bring** - Bachelors’ degree in Computer Science, Engineering, Information Technology, or a related field. A Master’s degree is preferred. - 15+ years in high-tech service delivery, with at least 5 -7 years leading teams, including leader of leaders. - Global leadership and cross-functional leadership experience is required. - Building and scaling global service teams - Exceptional ability to handle high-pressure escalations for strategic accounts, maintaining calm and leading cross-functional teams to resolution. - Demonstrated experience managing and scaling global teams with multiple layers of reporting. - Ability to quickly learn and synthesize the business impact of core SaaS technologies without needing to be a deep technical practitioner. - Exceptional ability to navigate complex organizational dynamics and influence senior internal and external stakeholders. **Preferred Skills** - Proven ability to manage complex technical issues and work cross-functionally with engineering and operations teams. - Strong strategic thinking, problem-solving skills, and a track record of process improvement and team development. - Excellent communication skills with the ability to interface with customers, stakeholders, and senior leadership. - Experience implementing AI and automation tools in a support or operational context. "We aren't just fixing problems; we are building relationships and the technical foundation for our customers' success." **Work Arrangement** Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Pl