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