Note: The job is a remote job and is open to candidates in USA. Glassbox is a leading force in shaping digital experiences. The Director of Customer Support in North America will oversee the US Support ecosystem, manage regional operations, and drive organizational transformation while ensuring operational efficiency and customer satisfaction.
Responsibilities
- Strategic Experience Design: Partner closely with the VP of Customer Support to design, execute, and scale the overarching vision for the global support organization
- Dual-Track Operational Excellence: Standardize and optimize two distinct customer journeys: the high-volume, automation-driven Tier 1 support and the high-touch, strategic account support model
- AI-Driven Transformation: Lead the design and implementation of AI-enabled workflows across both the frontline and dedicated support tiers. Own the roadmap for optimizing cost-to-serve through automation while maintaining service quality for strategic accounts
- Fiscal & Operational Scale: Partner with the VP of Customer Support on US support resource planning, and tooling investments. Drive cost-to-serve efficiencies through AI adoption, modern workflows, and predictive staffing models
- Global Standardization: Work across regional boundaries to ensure the US operation seamlessly integrates with, and elevates, global support standards, KPIs, and cultural values
- International Hubs Alignment: Collaborate across our international offices in the UK and Israel to deeply embed the support organization with R&D, CloudDevOps, Cloud and Product Management
- Enterprise Voice of the Customer: Synthesize technical trends, product regressions, and frontline data into actionable insights for product roadmaps, serving as a key stakeholder in product health conversations
- Cross-Border Incident Leadership: Refine and oversee global severity-1 incident management frameworks, ensuring flawless communication between international engineering teams and US customer-facing orgs
- Executive Presence: Act as a leadership escalation point for critical enterprise outages, directly managing communications with C-suite stakeholders at our largest client accounts
- Leadership Pipeline: Manage, mentor, and build a robust leadership pipeline of Support Technical Leaders and Managers, fostering a culture of extreme ownership and technical mastery
Skills
- 8+ years of progressive leadership experience managing multi-tiered technical support, TAM, or engineering organizations within a B2B Enterprise SaaS environment
- Proven track record of successfully leading, coaching, and developing People Managers, with an emphasis on building high-performing organizational structures
- Experience overseeing both transactional frontline queues (SLA/efficiency-driven) and dedicated enterprise support programs (retention/relationship-driven)
- Demonstrated experience deploying AI and automation tools within a technical support organization with measurable outcomes such as deflection rate improvement, reduction in time to resolution, or cost-per-ticket reduction
- Deep technical foundation in web/mobile architectures, APIs, cloud infrastructure, and information security. Capable of discussing architecture with CTOs
- Understanding business case and ROI concepts. Capable of discussing functional tradeoffs with the customer value owner / sponsor
- Demonstrated success leading organizations through periods of structural changes, or digital transformations
- Ability and willingness to travel internationally at least annually to our international hubs
- Prior experience working within a global matrixed organization or managing cross-border initiatives
- Mastery of using advanced data analytics and BI tools to forecast organizational needs, justify headcount, and present operational health to executive leadership
- Experience designing and optimizing a Premier/Dedicated Support program
Company Overview