Senior Director of Customer Support, Starburst

• Bachelor’s degree required; Master’s degree in Business, Engineering, or related field preferred
• 10+ years of experience in customer support or customer success, with at least 5 years in a senior leadership role
• Proven track record of managing global support teams, including people management across time zones and cultures
• Experience supporting technical products or services, ideally in the B2B SaaS or technology industry
• Demonstrated ability to plan strategically and execute tactically in fast-paced environments
• Strong financial acumen, including experience advising on or creating support billing/pricing models
• Excellent communication and interpersonal skills, with a proven ability to build relationships with customers, executives, and internal stakeholders
• Passion for customer satisfaction and a drive to create scalable, sustainable support models
• Proficient with support tools and platforms (e.g., Zendesk, Salesforce Service Cloud, Intercom)

Desirable

• We’re seeking a strategic, empathetic, and technically proficient Senior Director of Customer Support to lead our global support organization. This individual will play a critical role in scaling our customer support function, delivering world-class service, and building deep relationships with both customers and internal teams
• The Senior Director will lead a globally distributed team, including 3 direct Manager-level reports and a high-performing group of technical support professionals.
• They will shape support delivery models for various customer tiers, ensure 24/7 global coverage, and advise on support monetization and billing strategy. In this role, you’ll partner cross-functionally with Sales, Product, Engineering, and Customer Success to ensure our customers’ voices are heard and their issues resolved efficiently
• Lead a globally distributed team of support professionals, including 3 direct Manager-level reports
• Foster a high-performing, inclusive team culture centered around accountability, learning, and continuous improvement
• Drive career development and technical growth for support engineers
• Design and evolve customer support delivery models tailored to different tiers (e.g., standard vs. premium)
• Develop and maintain a 24/7 global support strategy aligned with SLAs and customer expectations
• Advise on and support implementation of support billing and monetization strategies
• Act as a senior customer advocate internally, partnering closely with Sales, Strategic Accounts, Product, and Engineering
• Collaborate to identify trends and feedback loops that improve product quality and customer experience
• Define and track KPIs for support efficiency, CSAT, resolution times, and customer outcomes
• Drive automation, tooling improvements, and scalable processes to support growth
• Maintain high standards for support quality and adherence to service levels
• Monetization Strategy: Collaborate with Finance and Product to develop pricing models for support offerings and advise on billing structures
• Technical Enablement: Create an environment that supports continuous technical learning, certification, and skill development for team members