Senior Director, Global Support

📋 Description

• • Lead the global Support organization for Contentsquare, owning end-to-end strategy, operational execution, and transformation of Support into an AI-first, scalable, multi-product function.
• • Oversee Support delivery across all products and regions, ensuring consistent, fast, and value-creating outcomes for every customer.
• • Drive the AI and automation roadmap for Support operations, identifying and implementing intelligent solutions to enhance efficiency and customer experience.
• • Manage the global hybrid and vendor delivery model, optimizing third-party partnerships and internal team structures to support scalable growth.
• • Modernize Support tooling and technology infrastructure to improve agent productivity, data accuracy, and service quality across all touchpoints.
• • Establish and monitor services performance management frameworks, including KPIs, SLAs, and customer satisfaction metrics tied to business outcomes.
• • Design and evolve the organizational structure of the global Support team to align with company growth, regional needs, and operational best practices.
• • Partner cross-functionally with Customer Success, Professional Services, Product, Engineering, and Sales teams to ensure seamless customer journeys and maximum platform value realization.
• • Translate customer feedback and operational insights into product and service improvements, acting as a key voice for the customer within the organization.
• • Develop and manage the global Support budget with strong financial acumen, ensuring cost efficiency while maintaining high service standards.
• • Champion a culture of continuous learning, inclusion, and operational excellence within the Support organization.
• • Serve as the primary leader for Support transformation initiatives, driving adoption of automation, predictive analytics, and self-service capabilities.
• • Ensure global compliance with data privacy and service standards across all regions where Contentsquare operates.
• • Build and retain high-performing leadership teams across multiple geographies, fostering talent development and succession planning.
• • Represent Contentsquare’s Support function in executive-level discussions, aligning Support strategy with overall company objectives and growth targets.
• • Maintain a deep understanding of the Contentsquare platform and customer use cases to inform strategic decisions and prioritize support initiatives.
• • Lead incident response and escalation protocols for critical customer issues, ensuring rapid resolution and minimal business impact.
• • Implement scalable onboarding and training programs for global Support teams and vendor partners to ensure consistent service quality.
• • Monitor emerging trends in customer support technology and benchmark against industry leaders to maintain competitive advantage.
• • Ensure all Support operations reflect Contentsquare’s values of being daring, understanding, and deliberate in every customer interaction.