We are seeking an exceptional candidate to join our team as a Director of Support. The ideal candidate will have a proven and consistent record of leading global support teams and fostering collaborative relationships with various cross-functional departments, including Support leadership, Engineering, Product, Success, Services, Documentation, and Business Technology (BT). The successful candidate will be highly organized, an effective communicator, and possess a proactive and innovative approach to problem-solving. As the Director of Support, you will play a pivotal role in driving excellence, developing strategic initiatives, and ensuring the delivery of unparalleled support services to our valued clients.
Responsibilities
Strategic Leadership & Vision:
- Define and execute the global product support strategy aligned with business objectives and customer success goals
- Develop long-term roadmaps for support operations, technology adoption, and team capabilities
- Partner with executive leadership & functional leadership team to establish support standards and customer experience initiatives across the organization
- Drive digital transformation initiatives within support operations, championing AI/ML adoption and automation at scale
Organizational Management:
- Lead and scale India support teams overseeing hiring strategies, talent development programs, and succession planning
- Establish organizational structure and governance frameworks to ensure optimal team performance and career progression
- Establish executive customer relationship programs and personally manage strategic account escalations
- Implement voice-of-customer programs to capture insights and drive product enhancement recommendations
Cross-Functional Leadership:
- Partner with Product Management and Engineering leadership to influence product roadmap based on customer feedback and support insights
- Collaborate with Sales and Customer Success teams to optimize the end-to-end customer journey
- Work closely with Cloud Operations and Infrastructure teams to ensure seamless service delivery and proactive issue prevention
- Represent support organization in executive forums and strategic planning sessions
Operational Excellence & Innovation:
- Establish enterprise-level KPIs, SLAs, and operational metrics with executive reporting and business impact analysis
- Drive continuous improvement culture through process optimization, knowledge management, and best practice standardization
- Lead implementation of advanced analytics and predictive support technologies
- Ensure compliance with industry standards (ITIL, ISO) and regulatory requirements in financial services
- Drive Technical Support outcomes, efficiency, and KPIs.
- Represent thought leadership in the global support organization
- Build an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers.
- Mentor support managers to provide customer-centric support that solves the problem, considering customer preferences, troubleshooting methodology, call handling skills, and proactive diagnostic techniques and guiding customers toward self-serve support options.
- Review and respond to customer feedback from surveys and other sources and act on feedback to resolve issues permanently.
- Develop and implement strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.
- Serve as management-level escalation and pursue each escalation as an opportunity to turn the customer around and into a promoter while solving systemic issues permanently.
- Analyze Customer trends and adopt knowledge-centric support standard processes.
- Develop a close relationship with Cross Functional Teams to address customer concerns around escalation processes, response times/problem resolution, establishing SLAs, and Top Case Drivers and enhancements.
- Proven track record of building Center of Excellence (CoE) in India
- Ability to clearly and efficiently interact or present with executive C-Level management.
Qualifications:
Must-Have Skills:
- Bachelor s degree in business, Finance, Computer Science, or Engineering; MBA preferred
- 15+ years in customer service/technical support /Product with 5+ years in senior leadership roles, preferably in financial software or SaaS environments
- Proven track record of managing global clients in a multi-product environment
- Excellent written and verbal communication Skills
- Proven track record of building and scaling global support organizations (100+ team members)
- Advanced expertise in CRM platforms (Salesforce) and enterprise support ecosystems
- Demonstrated success implementing AI/ML solutions and automation at enterprise scale
- Strong executive presence with exceptional client-facing and stakeholder management skills
- Experience in Incident and Problem Management processes
- Experience with change management, organizational transformation, and cultural development
- Deep understanding of financial services industry regulations and compliance requirements
- Flexibility to work across global time zones and manage 24/7 operations
- Availability for executive escalations and critical business situations
- Hands on Technical experience and exposure on Windows based Technologies and cloud technologies
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Nice-to-Have Skills:
- Advanced degree in relevant field or professional certifications (PMP, ITIL Expert, Six Sigma)
- Extensive experience with financial ERP systems (NetSuite, Oracle ERP Cloud, SAP S/4HANA)
- Advanced technical knowledge of enterprise databases and cloud infrastructure (AWS, Azure, GCP)
- Experience with business intelligence tools and advanced analytics platforms
- Previous experience in product management or engineering leadership roles
- Proven track record in mergers & acquisitions integration within support organizations
- Industry speaking experience and thought leadership in customer support innovation
