Director, Customer Support

Sprinto

350+ employees

2500+ Customers

75+ Countries

Accel, ELEVATION & Blume Ventures

31.8 Million USD

Series B

The Role -

What You’ll Do -

• You will be responsible for -
  

Strategy & Vision

• Define and own the long-term vision, mission, and roadmap for building a world class Customer Support team
• Develop and implement a scalable, resilient 24x7 global support strategy across multiple channels (chat, email, in-app)
• Identify, plan, and lead key programs such as inbound contact reduction, NPS uplift, and SLA optimization
  

Customer Experience & Operational Excellence

• Champion a customer-obsessed culture across the organization—be the voice of the customer in cross-functional forums
• Analyze trends in support interactions to proactively address pain points and improve product usability and customer happiness.
• Partner with product and engineering teams to drive continuous improvement, influence roadmaps, and prioritize fixes based on support data
• Leverage automation, AI, and self-service to enhance speed, quality, and scalability of support
  

Cross-Functional Leadership

• Represent Customer Support in leadership meetings and cross-functional initiatives
• Build strong working relationships with Product, Engineering, Success, and Ops to align support efforts with company goals
• Collaborate on tooling requirements, process design, and automation projects to improve team productivity and customer outcomes
  

Team Building & People Leadership

• Own the hiring, onboarding, enablement, and staffing strategy for support teams
• Build a high-performing, engaged support organization through coaching, feedback, and career development
• Manage and mentor support team leads and individual contributors, with a focus on growth, empowerment, and accountability
• Set and monitor key performance indicators (CSAT, SLA, backlog, quality scores) and ensure alignment with broader company objectives
  

Requirements

• 12+ years of experience leading high-growth B2B SaaS customer support organizations, with at least 5 years in a senior leadership role.
• Proven success in building and scaling global 24x7 multi-channel support operations from the ground up.
• Deep familiarity with modern customer support platforms (e.g. Freshdesk, Intercom, Salesforce) and automation/AI tooling.
• Strong data-driven decision-making skills with a track record of improving NPS, CSAT, and other core metrics.
• Experience driving continuous improvement initiatives including contact reduction, self-service enablement, and first-response time optimization.
• Excellent stakeholder management skills with a track record of influencing product/engineering teams without direct authority.
• Strong technical acumen—comfortable managing technical support teams, understanding product architecture, and engaging with engineers.
• A roll-up-your-sleeves attitude—comfortable being hands-on and solving complex issues in a high-growth, fast-paced startup environment
  

Benefits

• Remote First Policy
• 5 Days Working With FLEXI Hours
• Group Medical Insurance (Parents, Spouse, Children)
• Group Accident Cover
• Company Sponsored Device
• Education Reimbursement Policy