Global Customer Support Director

Global Customer Support Director

Heredia, Costa Rica

Key Responsibilities

• Lead a globally distributed B2B Customer Support organization of up to 60 indirect reports through four Customer Support Managers located in Costa Rica, Poland, India, and the United States, ensuring consistent service quality, productivity, and customer experience across regions.
• Partner with Talent Acquisition to execute phased hiring plans and oversee onboarding, training, and certification through full productivity.
• Ensure effective AMER coverage, maintaining staffing within the 100–130% target band and providing seamless follow-the-sun customer handoffs.
• Own customer experience and productivity results, including resolution time, cases per agent, live-interaction rates, iCSAT, customer sentiment, and backlog reduction.
• Use operational data to make weekly decisions that improve workforce capacity, service quality, team productivity, and customer outcomes.
• Establish AI-enabled support workflows as the operating standard, ensuring disciplined use of Agentforce, Level AI, Salesforce, and Customer 360.
• Lead critical customer escalations, promote strong case ownership, and ensure timely, empathetic resolutions.
• Build a high-performance, customer-first culture through clear expectations, coaching, recognition, and leadership development.
• Partner with Product, Engineering, Customer Success, and global support leaders to address recurring issues and improve products and support processes.
• Represent the voice of the customer at the leadership level and ensure frontline insights are incorporated into business and product decisions.

Requirements

• 6+ years of experience leading technical support or customer-facing engineering teams in an enterprise SaaS environment, including at least 3 years managing other people leaders.
• Proven experience leading geographically distributed B2B customer support teams across multiple regions, cultures, and time zones.
• Experience managing an organization of comparable scale, ideally with 50 or more indirect reports.
• Demonstrated ability to improve customer experience and operational productivity through data-driven leadership, workforce planning, coaching, process optimization, and technology.
• Strong understanding of enterprise B2B customer expectations, including service-level commitments, complex escalations, stakeholder communication, and long-term customer relationships.
• Experience building a new support site, launching a new operation, or rapidly scaling customer-facing teams is strongly preferred.
• Strong Salesforce knowledge and disciplined use of customer support, case management, and reporting tools.
• Fluent English and Spanish, with the ability to influence customers, employees, and senior stakeholders across regions.
• A data-driven operating mindset, with the ability to translate coverage models, queue signals, productivity metrics, customer sentiment, and service trends into timely operational decisions and measurable improvements.