Director of Global Customer Support

Jobgether • United States

Remote

This Job is No Longer Active This position is no longer accepting applications

AI Summary

Lead a global customer support organization, drive operational excellence, and transform support into a proactive customer success experience in a fast-growing tech environment.

Key Highlights

Lead and manage global, multi-region customer support teams

Improve customer satisfaction, first contact resolution, and response times

Adopt AI-assisted support solutions and ensure personalized customer interactions

Partner with cross-functional teams to resolve complex customer issues and improve processes

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Key Responsibilities

Lead a global, multi-region customer support organization with full ownership of key performance metrics

Develop and execute strategies to improve operational efficiency, elevate service quality, and enhance the overall customer experience

Drive the adoption of AI-assisted support solutions while ensuring accurate, personalized, and customer-focused interactions

Lead, coach, and develop managers and team leaders across multiple time zones, fostering a culture of accountability, collaboration, and continuous improvement

Partner with cross-functional teams to resolve complex customer issues and improve support processes

Manage escalations effectively, balancing customer needs with business priorities while identifying and addressing root causes of recurring issues

Build scalable support operations through process optimization, performance management, workforce planning, and data-driven decision-making

Promote employee engagement, wellbeing, and professional development across a globally distributed team

Technical Skills Required

Customer Support Management AI-Enabled Support Solutions Process Optimization Data-Driven Decision Making

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Benefits & Perks

Competitive annual salary based on experience and qualifications

Fully remote position with flexibility to work from anywhere in Canada

Paid time off in accordance with local regulations

Monthly wellness days providing extended weekends throughout the year

Fully paid parental leave

Home office stipend to support a productive remote workspace

Access to professional development programs and continuous learning opportunities

Job Description

Lead a global customer support organization dedicated to delivering exceptional service and building long-term customer relationships in a fast-growing technology environment. In this strategic leadership role, you will oversee distributed support teams across multiple regions, driving operational excellence while transforming support from a reactive function into a proactive customer success experience. You'll combine people leadership, process optimization, and AI-enabled innovation to improve service quality, team performance, and customer satisfaction. Working closely with cross-functional partners, you'll influence business outcomes through scalable support strategies and continuous improvement initiatives. This is an outstanding opportunity for an experienced support leader who thrives in dynamic, remote-first environments and is passionate about delivering world-class customer experiences.

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