Director, Customer Support

Job DescriptionWe are seeking an exceptional candidate to join our team as a Director of Support. The ideal candidate will have a proven and consistent record of leading global support teams and fostering collaborative relationships with various cross-functional departments, including Support leadership, Engineering, Product, Success, Services, Documentation, and Business Technology (BT). The successful candidate will be highly organized, an effective communicator, and possess a proactive and innovative approach to problem-solving. As the Director of Support, you will play a pivotal role in driving excellence, developing strategic initiatives, and ensuring the delivery of unparalleled support services to our valued clients.ResponsibilitiesStrategic Leadership & Vision:Define and execute the global product support strategy aligned with business objectives and customer success goalsDevelop long-term roadmaps for support operations, technology adoption, and team capabilitiesPartner with executive leadership & functional leadership team to establish support standards and customer experience initiatives across the organizationDrive digital transformation initiatives within support operations, championing AI/ML adoption and automation at scaleOrganizational ManagementLead and scale India support teams overseeing hiring strategies, talent development programs, and succession planningEstablish organizational structure and governance frameworks to ensure optimal team performance and career progressionEstablish executive customer relationship programs and personally manage strategic account escalationsImplement voice-of-customer programs to capture insights and drive product enhancement recommendationsCross-Functional LeadershipPartner with Product Management and Engineering leadership to influence product roadmap based on customer feedback and support insightsCollaborate with Sales and Customer Success teams to optimize the end-to-end customer journeyWork closely with Cloud Operations and Infrastructure teams to ensure seamless service delivery and proactive issue preventionRepresent support organization in executive forums and strategic planning sessionsOperational Excellence & InnovationEstablish enterprise-level KPIs, SLAs, and operational metrics with executive reporting and business impact analysisDrive continuous improvement culture through process optimization, knowledge management, and best practice standardizationLead implementation of advanced analytics and predictive support technologiesEnsure compliance with industry standards (ITIL, ISO) and regulatory requirements in financial servicesDrive Technical Support outcomes, efficiency, and KPIs.Represent thought leadership in the global support organizationBuild an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers.Mentor support managers to provide customer-centric support that solves the problem, considering customer preferences, troubleshooting methodology, call handling skills, and proactive diagnostic techniques and guiding customers toward self-serve support options. Review and respond to customer feedback from surveys and other sources and act on feedback to resolve issues permanently.Develop and implement strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.Serve as management-level escalation and pursue each escalation as an opportunity to turn the customer around and into a promoter while solving systemic issues permanently.Analyze Customer trends and adopt knowledge-centric support standard processes.Develop a close relationship with Cross Functional Teams to address customer concerns around escalation processes, response times/problem resolution, establishing SLAs, and Top Case Drivers and enhancements.Proven track record of building Center of Excellence (CoE) in IndiaAbility to clearly and efficiently interact or present with executive C-Level management.QualificationsQualifications:Must-Have SkillsBachelor’s degree in business, Finance, Computer Science, or Engineering; MBA preferred15+ years in customer service/technical support /Product with 5+ years in senior leadership roles, preferably in financial software or SaaS environmentsProven track record of managing global clients in a multi-product environmentExcellent written and verbal communication SkillsProven track record of building and scaling global support organizations (100+ team members)Advanced expertise in CRM platforms (Salesforce) and enterprise support ecosystemsDemonstrated success implementing AI/ML solutions and automation at enterprise scaleStrong executive presence with exceptional client-facing and stakeholder management skillsExperience in Incident and Problem Management processesExperience with change management, organizational transformation, and cultural developmentDeep understanding of financial services industry regulations and compliance requirementsFlexibility to work across global time zones and manage 24/7 operationsAvailability for executive escalations and critical business situationsHands on Technical experience and exposure on Windows based Technologies and cloud technologiesNice-to-Have Skills:Advanced degree in relevant field or professional certifications (PMP, ITIL Expert, Six Sigma)Extensive experience with financial ERP systems (NetSuite, Oracle ERP Cloud, SAP S/4HANA)Advanced technical knowledge of enterprise databases and cloud infrastructure (AWS, Azure, GCP)Experience with business intelligence tools and advanced analytics platformsPrevious experience in product management or engineering leadership rolesProven track record in mergers & acquisitions integration within support organizationsIndustry speaking experience and thought leadership in customer support innovationAdditional InformationAll your information will be kept confidential according to EEO guidelines.** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)Background checks are required for employment with insightsoftware, where permitted by country, state/province.At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.