Senior Director, Enterprise Support

Job Description: • Own the health, performance, and integrity of a high-performing global support organization • Set the standards for how managers lead, coach, and develop their teams • Inspect execution, intervene early when performance or culture signals warrant it, and serve as the strategic voice of Support across cross-functional initiatives • Review team-wide performance trends across productivity, backlog, CSAT, QA, and KCS • Audit manager 1:1 notes and coaching plans for completeness, tone, and follow-through • Monitor escalation patterns and identify systemic issues requiring cross-functional resolution • Champion process improvements in collaboration with Product, Ops, and Engineering • Conduct regular skip-level conversations to surface engagement signals and management blind spots • Lead monthly performance calibration sessions, ensuring coaching plans and PIPs are fair, consistent, and well-documented • Partner with cross-functional leaders on operational issues and company-level initiatives Requirements: • 8+ years of people leadership experience, including at least 3 years leading managers • Demonstrated ability to coach and develop managers to deliver sustained, measurable performance improvements • Strong operational instincts with a track record of meeting or exceeding core support KPIs • Strong executive presence and communication skills; able to represent Support credibly across the business • B2B SaaS experience; staffing industry background a plus • Bonus points for: • Experience leading support in a high-growth SaaS environment • Involvement in operational transformation or M&A integration • Interest in and application of AI tools to improve support operations and leadership effectiveness Benefits: • Health insurance • 401(k) • 401(k) Match • Unlimited Planned Paid Time Off • Global Mental Health Support • On-Demand Learning & Development • Quarterly paid volunteer days • Lucrative Employee Referral Program • Company-wide mentor program

Want to see how well you match this job?