Sr. Director, Customer Support

As a strategic leader, you will manage support leaders and agents organized into pods by product divisions. Your mission is to ensure exceptional technical support for our customers and partners, with significant visibility within the global support organization. This role oversees support delivery in the Americas region including US and Canada. This is a high paced, multi-product environment, so it is imperative this individual be adaptable and understand the uniqueness of each product and division while maintaining a consistent customer support experience.
Major Areas of Focus:
Change Management, Support Leadership and Operations, Customer-Centric Support, Hiring/Enablement/Career Development, Customer Advocacy, and Strategic Thought Leadership

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Required Skills & Experience

10+ years of experience in customer support and operations
Experience as a Senior Director or Director in a high-growth SaaS/Software or technology organization
Proficiency with multiple contact center technologies managing cases from multiple channels - phone, email, portal, and chat
Proven leadership skills in a remote workforce/team environment - hands on/in the weeds approach
Ability to develop and a implement continuous improvement/change management plan focused on process optimization, KPI tracking, system enhancements, and ongoing learning and development efforts
Committed to customer-driven values and understands the impact of exceptional technical support
Able to work cross-functionally and align support initiatives across multiple business units
Strong budgeting, forecasting, and data analysis skills

Nice to Have Skills & Experience

Manufacturing industry knowledge
ERP experience

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.