Director, Customer Support - Americas

Overview

Employer Industry: Financial Technology (Fin Tech)

Why consider this job opportunity:

• Salary up to $195,925 annually
• Opportunity for performance-based bonuses and long-term incentives
• Comprehensive health, welfare, and wellbeing benefits
• Strong potential for career advancement and leadership development
• Collaborative and mission-driven work environment
• Chance to shape customer experiences and contribute to innovative solutions

• Build and lead a high-performing regional support organization, fostering engagement and accountability
• Own end-to-end support performance, ensuring excellence in case resolution and customer satisfaction
• Define and drive continuous improvement in support operations through data-driven insights and best practices
• Manage escalation and incident frameworks, ensuring timely resolution and communication during critical events
• Collaborate with cross-functional teams to align support with broader business objectives and customer retention strategies

• Bachelor s degree (MBA or advanced degree preferred) with 7+ years of experience in leading customer service teams in fast-growing SaaS organizations
• Proven track record of building effective Support and Customer Experience strategies that enhance quality and satisfaction
• Experience in developing high-performing leadership teams in technology-driven environments
• Strong commitment to customer value, service quality, and operational efficiency
• Exceptional communication and organizational skills for presenting performance and improvement opportunities

• Experience in the Fin Tech or SaaS industry
• Demonstrated ability to navigate ambiguity and complexity in a high-growth environment
• Previous involvement in driving customer success initiatives
• Knowledge of AI and automation in customer support processes
• Familiarity with incident management frameworks

#Fin Tech #Customer Experience #Leadership #Career Growth #Operational Excellence

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