Regional Director, Customer Support in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Regional Director, Customer Support based in the United States.

This senior leadership role oversees a regional or large multi-team customer support organization responsible for delivering exceptional service at scale. You will lead managers and senior leaders while owning operational performance, customer outcomes, and strategic execution across the region. The role combines deep support expertise with strong business judgment, executive communication, and cross-functional leadership. You will drive performance against SLAs and KPIs while strengthening escalation management, incident response, and continuous improvement practices. Close collaboration with Product, Engineering, and senior leadership will help identify systemic issues and improve the customer experience. This is an opportunity to shape support operations, introduce new efficiencies, and build a high-performing organization in a fast-paced technology environment.

• Lead regional or multi-team customer support organizations to consistently deliver high-quality service aligned with SLAs, KPIs, and customer expectations.
• Ensure teams maintain proactive communication with customers, resolve issues effectively, and manage escalations with urgency and professionalism.
• Personally oversee high-severity and executive-level customer escalations, ensuring clear communication, strong coordination, and successful resolution.
• Own regional performance across customer support KPIs, SLAs, operational metrics, and customer outcomes, establishing clear accountability across teams.
• Ensure high-impact and priority customer issues are appropriately prioritized and resolved within expected timelines.
• Establish effective reporting, dashboards, operational reviews, and governance processes to improve consistency and performance visibility.
• Identify recurring product failures and customer-impacting issues and partner with Product and Engineering teams to drive meaningful improvements.
• Analyze support trends and recurring issues to identify opportunities for continuous improvement and reduce future escalations.
• Drive structured problem management practices, ensuring root causes are identified and sustainable corrective actions are implemented.
• Oversee critical incidents and escalations, coordinating prioritization, stakeholder alignment, and timely resolution.
• Ensure proactive and consistent stakeholder communication throughout high-impact incidents.
• Establish and maintain effective escalation management practices across the region.
• Partner with senior leadership, Product, and Engineering to align regional execution with broader organizational strategy.
• Recommend and implement tools, infrastructure improvements, automation, and AI-enabled solutions that increase operational efficiency.
• Establish consistent reporting, review, and alignment cadences that strengthen accountability and performance.
• Promote collaboration across support teams by sharing insights, best practices, lessons learned, and operational improvements.

Requirements:

• Bachelor's degree or equivalent professional experience.
• 10+ years of relevant professional experience, including expert-level technical knowledge within the support function and typically 5+ years of people management experience.
• Proven experience leading large, multi-team customer support organizations, including managers and senior managers.
• Demonstrated ownership of regional or organizational performance across KPIs, SLAs, customer outcomes, and operational metrics.
• Experience leading cross-functional initiatives and implementing operational improvements at scale.
• Strong leadership, organizational management, prioritization, and decision-making capabilities.
• Excellent communication skills, with the ability to engage effectively with executive stakeholders, customers, and technical teams.
• Strong analytical capabilities and the ability to translate performance data into actionable improvements.
• Proven ability to manage performance, accountability, and operational consistency across multiple teams.
• Ability to align teams around shared objectives, remove blockers, and drive execution.
• Strong influencing and stakeholder-management skills, with a demonstrated ability to drive outcomes across organizational boundaries.
• Deep understanding of customer support operations, KPIs, SLAs, escalation management, and performance management.
• Strong understanding of technology products, customer use cases, and relevant industry practices.
• Ability to operate effectively in a fast-paced environment where priorities and business needs evolve quickly.

Benefits:

• Fully remote position within the United States.
• Competitive compensation based on experience.
• Comprehensive benefits coverage.
• Generous paid parental leave in the United States, along with adoption and fertility support.
• Competitive paid time off.
• Second Fridays — a company-wide day off on the second Friday of most months, subject to change.
• Wellbeing resources, wellness allowance, mindfulness app membership, and Wellness Wednesdays.
• Global Volunteer Day, nonprofit matching, and 3 paid volunteer days.
• Employee-focused culture initiatives and dedicated culture committees.
• Professional development opportunities through monthly talent development and cross-functional meetings.
• Entrepreneurial environment balancing autonomy and structure, with opportunities to influence strategy and introduce new ideas.
• Inclusive workplace focused on trust, customer success, innovation, agility, respect, and collaboration.
• Opportunity to make a significant impact on customer experience, operational performance, and the evolution of a global support organization.
• Applicants must be legally authorized to work in the United States.