Senior Manager / Associate Director – Customer Support

We are looking for a senior Customer Support leader to manage global, multi-product L1–L3 support operations across regions and time zones. The role will own customer experience, service quality, high availability, reliability, and customer satisfaction.
The ideal candidate should bring strong experience in SLA-driven support, escalations, 24x5 / 24x7 operations, ITIL practices, global client engagement, and compliance expectations such as GDPR, SOC 2, data handling, access controls, and audit readiness.
Key Responsibilities
Lead global L1–L3 support teams across products, regions, time zones, and 24x5 / 24x7 operations
Own customer experience, service quality, SLAs, escalations, and KPIs such as CSAT, backlog health, true resolution time, and repeat issue reduction
Manage workforce planning, capacity planning, and resource allocation to ensure reliable support coverage
Collaborate with Product Engineering, Quality Engineering, and Infrastructure to improve availability, reliability, and resolution timelines
Drive ITIL-aligned incident, problem, and change management practices
Maintain compliance alignment for GDPR, SOC 2, data handling, access controls, and audit readiness
Create a structured customer feedback loop into Product and Engineering to support quality and roadmap improvements
Promote accountability, continuous improvement, and customer-centricity across the support function
Skills & Qualifications
12+ years of experience, with 5+ years in senior customer / application support leadership
Experience supporting global enterprise customers, preferably across North America, UK, and similar regions
Strong knowledge of ITIL, SLAs, KPIs, escalation management, support tools, and time-zone based operations
Strong communication and stakeholder management skills, including global client engagement
Exposure to regulated environments, GDPR, SOC 2, data handling, access controls, and audit readiness
Nice to Have
Healthcare, EHR, clinical systems, or other business-critical support experience
Post-acquisition or multi-product environment experience
Experience with automation, self-service, or AI-enabled support initiatives
ITIL certification or equivalent service management certification

Employment type
Full-Time

Work arrangement
No