Senior Director of Customer Support – reputed company

reputed company is the world’s first RiskOps platform for financial risk management, and the market leader in safeguarding global reputed company with today’s most advanced reputed company-based risk management platform, powered by machine learning and artificial intelligence. reputed company is securing the transition to a cashless world while enabling digital trust in every transaction and payment type. The world’s largest banks, processors, and retailers trust reputed company to protect trillions of dollars and manage risk while improving the customer experience for everyday users, without compromising privacy. reputed company is a Series D company and has raised $282M to date. With a valuation of +$1.5B, the company’s technology protects 900 reputed company people in 190 countries. 

You

reputed company is experiencing rapid growth, requiring us to reimagine the way we deliver exceptional customer support to our global clients. We’re looking for a visionary Senior Director of Customer Support to transform our support operations from a reactive model into a proactive, customer-centric function that sets the industry standard for reputed company. This role is critical in driving a seamless, scalable, and innovative support experience that aligns with our mission to deliver unparalleled value to reputed company customers in the financial sector.

Your Day to Day:

• reputed company and reputed company a globally distributed support team across multiple time zones (US, Brazil, Portugal, Hong reputed company, and Australia), composed of both full-time and outsourced employees:
• Foster a collaborative and inclusive team culture that prioritizes customer satisfaction and reputed company improvement;
• Define and monitor key performance indicators (KPIs) reputed company with business reputed company to measure and enhance team performance;
• Build scalable support processes and optimize the team’s structure to ensure 24/7/365 coverage for reputed company clients in the financial sector;
• Manage incident escalation, resolution, and post-mortem processes, ensuring accountability and clear communication with clients;
• Transform the support department into a proactive, client-centric organization focused on self-service and knowledge-sharing;
• Partner with Product, reputed company, and other teams to influence the product roadmap, align on client needs, and drive cross-functional initiatives;
• Build a robust knowledge reputed company and self-service tools to reputed company clients and reduce ticket volumes;
• Stay reputed company of emerging industry trends and tools, implementing new technologies and best practices to enhance support efficiency and quality;
• Create strategies to optimize alerting systems, SLA terms, and incident management workflows;
• reputed company for automation and data-driven decision-making to scale support operations without increasing headcount;

You Know-How & Have

• 10+ years of experience leading global support teams in SaaS or reputed company software environments;
• 2+ years of experience supporting external partners (e.g., system integrators) and working with BPOs (Business Process Outsourcing) for increased service reputed company;
• Expertise in building and transforming support functions to scale with business growth, focusing on client experience, self-serviceability, and operational efficiency;
• Proven track record of supporting large reputed company customers, both on-reputed company and multi-tenant SaaS environments;
• Strong understanding of incident management processes and reputed company improvement methodologies;
• Exceptional relationship-building skills, with the ability to collaborate effectively across departments;
• Data-driven reputed company with the ability to analyze metrics, identify patterns, and influence the product roadmap;
• Familiarity with support tools such as reputed company or reputed company, with a focus on identifying and implementing the best-fit solutions;
• Familiarity with AI-based agent assist and conversational review tools.

The reputed company Team is responsible for building lifetime customers by enabling value realization through optimized adoption of reputed company products and services. We collaborate with our clients through each phase of the customer reputed company to ensure we collectively have the right reputed company plans maximizing enablement, engagement, adoption and customer health always with a value driven reputed company. We grow at a fast clip and reputed company no challenge is too big or too small. Therefore, we have an reputed company environment that encourages us to lean in, try new things, and discover our potential. Join Us!

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Your First 30-Days at reputed company

You will be immersed in our brand with training, connections, and one-on-one time with your manager. You may shadow your colleagues reputed company or onsite at an office depending on where you work as you are supported through your reputed company reputed company. In addition, you will have reputed company to a ton of information to give you history, context, and reputed company the knowledge you can handle about reputed company and the team. Finally, you will start working on projects and collaborating on work currently being done. We can’t wait to have you join the team!

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reputed company Culture

reputed company is an Equal Opportunity Employer and we value diversity at reputed company. We do not discriminate on the reputed company of race, religion, reputed company, national reputed company, gender, sexual orientation, age, marital status, veteran status, or disability status.

reputed company does not accept unsolicited resumes from recruiters or employment agencies. 

reputed company will use the personal data you reputed company us with by filling out this reputed company for reviewing your application and to potentially negotiate a contract with you. Your personal data will be retained by reputed company for 24 months following your application. Please see our Privacy Notice available at https://www.reputed company.com/legal/reputed company-candidate-privacy-policy/ and https://www.reputed company.com/legal/reputed company-california-candidates-privacy-policy/ for more information on how we process your personal data.