Why This Job is Featured on The SaaS Jobs
This Director, Customer Support role stands out in SaaS because it treats support as a strategic operating function, not a reactive queue. The remit spans global product support strategy, executive-level escalation ownership, and direct partnership with Product and Engineering—signals of a mature, multi-product SaaS environment where support data and service reliability materially shape customer outcomes and roadmap decisions.
From a SaaS career perspective, the position offers sustained exposure to the mechanics of running support at enterprise scale: KPI and SLA design, knowledge management, tooling ecosystems such as Salesforce, and the adoption of automation and AI/ML within support operations. Experience translating voice-of-customer signals into product and process change is highly portable across subscription businesses, particularly where retention, expansion, and platform trust depend on consistent post-sale execution.
The role is best suited to a senior leader who prefers cross-functional influence alongside operational accountability, and who is comfortable representing support in executive forums. It will fit someone motivated by building organizational structure in India, working across time zones, and operating in regulated contexts where incident, problem, and compliance disciplines are central to how SaaS is delivered.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Job Description
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
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
- 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
Additional Information
All your information will be kept confidential according to EEO guidelines.
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** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
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