Director, Customer Support - Americas

Overview

Employer Industry: Fintech Solutions

• Salary up to $195,925 annually, with potential for performance-based salary progression
• Eligible for variable compensation, including performance bonuses or commission-based plans
• Comprehensive health, welfare, and wellbeing benefits to support professional and personal life
• Opportunity to shape critical customer moments and drive impactful outcomes at scale
• Collaborative and mission-driven work environment with a focus on continuous improvement
• Chance to lead a high-performing team and build a culture of excellence and innovation

• Build, lead, and scale a high-performing regional support organization with strong engagement and accountability
• Own end-to-end support performance, ensuring excellence in case resolution and customer satisfaction
• Define and evolve the support operating model, driving continuous improvement through data-driven insights
• Manage the escalation and incident management framework, ensuring timely adherence to SLAs
• Collaborate with cross-functional teams to resolve systemic issues and align support with broader business objectives

• Bachelor's degree; MBA or advanced degree preferred
• Minimum of 7+ years of experience leading regional or global multi-channel customer service teams in fast-growing SaaS organizations
• Proven track record of building high-performing leadership teams in technology-driven environments
• Exceptional communication and organizational skills for presenting support performance and risks to senior leaders
• Strong ability to influence and collaborate effectively across various departments

• Experience in building and executing impactful Support and Customer Experience improvement strategies
• A deep commitment to customer value and service quality, with accountability for efficiency and scalability
• Comfortable navigating ambiguity and complexity in a fast-paced environment
• Previous experience in Fin Tech or SaaS organizations is advantageous
• Willingness to travel up to 15%, including international travel

#Fintech #Customer Support #Leadership #Career Opportunity #Operational Excellence

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