Senior Director of Global Customer Support
We are seeking a Senior Director of Global Customer Support to lead our world-class, customer-focused organization delivering 24/7 support excellence to our global customer base.
Key Responsibilities
* Define and implement a strategic vision for global customer support, delivering seamless 24/7 operations within defined SLAs to exceed customer expectations.
* Oversee critical escalations, aligning cross-functional teams (Customer Success, Engineering, Product, Technical Services, and Sales) to ensure swift resolution and customer satisfaction.
* Lead the development and execution of support performance plans, ensuring delivery against KPIs, MBOs, and business objectives.
* Drive operational excellence through the adoption of best practices, efficiency improvements, and scalable processes that support global growth.
* Oversee global support teams to maintain top-tier performance, fostering professional development, engagement, and a culture of excellence.
* Build and maintain an operational dashboard to provide real-time visibility into key metrics and issue resolution performance.
* Champion the voice of the customer across the organization, leveraging insights to drive actionable strategies for retention, satisfaction, and loyalty.
* Develop and implement advanced AI and automation strategies to enhance case resolution, self-service, and cost-to-serve metrics while maintaining a human-centered customer experience.
* Define and execute a segmentation strategy, aligning service levels with customer needs and expectations for optimal outcomes.
* Lead the Global Incident Management strategy, ensuring a robust, follow-the-sun approach to minimize downtime and maximize responsiveness.
* Partner with Product and Engineering teams to prioritize bug fixes and feature development, ensuring alignment with customer feedback and business goals.
* Drive continuous improvement initiatives to reduce inefficiencies, optimize resource allocation, and maintain exceptional service quality.
* Foster strong customer relationships, manage expectations, and address escalations with clarity and empathy.
Minimum Qualifications
* Bachelor's degree in a related field; MBA or equivalent experience is preferred.
* Minimum of 8 years in leadership roles within global customer support organizations, with experience managing 24/7 operations.
* Proven success in developing and executing support strategies at scale, including KPI-driven operational management.
* Data-driven mindset with the ability to translate complex metrics into actionable business strategies.
* Exceptional communication and influence skills, with the ability to effectively engage stakeholders at all levels.
* Demonstrated experience driving cross-functional alignment and fostering collaboration across global teams.
* Expertise in leveraging AI and other emerging technologies to transform support experiences and efficiencies.
* Inspirational leader who thrives on building high-performing teams and driving cultural accountability.
* Strong track record of building customer advocacy programs and championing the customer voice across an organization.
* Demonstrates ownership, initiative, and a solution-oriented mindset.
* Ambassadorship for change, driving innovation and continuous improvement.
* Inspires trust and excellence, fostering accountability at all levels.
* Embodies Poppulo's commitment to delivering best-in-class customer experiences.
Why Us?
- Company performance-related bonus
- Medical insurance
- Educational assistance
- In-house soft skills training
Who We Are
We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients, and culture. We offer a dynamic environment with driven, fun, and flexible individuals who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that's on the move.
Poppulo is an equal opportunity employer.