Director of Customer Support, Kyriba
Americas
$154.9-195.9k
Expert level
New York
Liquidity performance platform
Be an early applicant
Liquidity performance platform
1001+ employees
FintechB2BPaymentsAnalyticsSaaS
Be an early applicant
$154.9-195.9k
Expert level
New York
1001+ employees
FintechB2BPaymentsAnalyticsSaaS
Company mission
To help companies transform their liquidity management and use it as a strategic advantage.
Role
Who you are
- Bachelor's degree (MBA or advanced degree preferred), with 7+ years of leading regional or global multi-channel customer service teams and managers in fast-growing SaaS organizations
- Demonstrated success in building and executing impactful Support and Customer Experience improvement strategies, delivering measurable gains in quality, customer satisfaction, and operational performance
- A proven track record of building high-performing leadership teams in SaaS, FinTech, or technology-driven organizations, fostering engagement, inclusion, and continuous development through coaching, feedback, and clearly defined growth paths.
- A deep commitment to customer value and service quality, balanced with accountability for efficiency, scalability, and business outcomes. Able to remain calm, decisive, and credible under pressure and during critical escalations
- Exceptional communication and organizational, with the ability to clearly synthesize and present support performance, risks, achievements, and improvement opportunities to senior leaders and stakeholders
- Strong ability to lead through influence and collaborate effectively across Product, Engineering, Technology, and Customer Success to resolve systemic issues and drive shared outcomes
- Comfortable navigating ambiguity and complexity in a fast-paced, high-growth environment, with a mindset oriented toward continuous improvement and operational excellence
- Up to 15% travel required, including international travel
What the job involves
- As Support Director, Americas, you will define and drive operational excellence for Kyriba Support across the region, building a high-performing leadership team, strengthening customer relationships, and ensuring regional support operations are fully aligned with Kyriba’s global support strategy
- You will own and shape the end-to-end customer support strategy for the region, ensuring the organization operates as a scalable, insight-driven engine of customer trust, retention, and long-term value
- You will lead through leaders—developing and empowering Support Managers—while setting the strategy, operating model, and performance standards that enable teams to deliver fast, empathetic, and consistently high-quality resolutions at scale, in close alignment with your peer Support Directors across other regions
- By aligning people, processes, and priorities, you will evolve support from a reactive function into a proactive, value-creating partner across the customer lifecycle
- You will be accountable for business-critical outcomes, including SLA performance, CSAT, quality, and cost efficiency
- Through data-driven root-cause analysis and a strong focus on operational excellence, you will continuously improve the support system while partnering closely with Product, Engineering, and Customer Success to translate customer signals into product improvements, reduce friction at the source, and protect the reliability of our customers’ core business operations
- At Kyriba, we pride ourselves on driving exceptional outcomes for our customers. In your first 18-24 months, success in this role looks like:
- Exceptional Customer Satisfaction: Achieve and maintain CSAT ≥90%, positioning Kyriba as the industry leader in customer experience
- Operational Excellence: Improve first-contact resolution (FCR) to ≥85% and reduce average time-to-resolution by ≥25% through AI, automation, and process optimization
- Global Scalability: Build and scale the regional support operations to serve a growing customer base, with min 95% SLA achievement for the region
- Team Excellence: Build a high-performing, engaged regional Support team with ≥85% employee engagement and a robust leadership pipeline
- Team Leadership & Development:
- Build, lead, and scale a high-performing regional support organization, fostering strong engagement, clear accountability, and a sustainable talent pipeline. Establish leadership standards for managers in their own organization, succession planning, and development frameworks that enable long-term growth and operational resilience
- Customer Support Performance & Experience:
- Own end-to-end support performance across the region, ensuring consistent excellence in case resolution, customer satisfaction, and responsiveness across channels and segments in alignment with the global Support strategy
- Operational Excellence & Continuous Improvement:
- Define and evolve the support operating model in your region, driving continuous improvement through data-driven insights, root-cause analysis, and scalable best practices in alignment with the Global Support Strategy
- Case, Escalation & Incident Management:
- Own the end-to-end escalation and incident management framework for your region, ensuring timely SLA adherence, effective prioritization, and clear decision-making during critical customer-impacting events. Act as the senior escalation point and partner closely with the Incident Management teams to drive resolution, communication, and post-incident learning
- Cross-Functional Partnership & Business Impact:
- Act as a partner to Product, Engineering, Customer Success, and other stakeholders to resolve systemic issues, manage critical escalations, and influence roadmaps with customer insight. Ensure Support is aligned with broader business objectives, risk management, and customer retention strategies
- You will shape critical customer moments at scale, empowering both customers and teams while driving outcomes that matter - every day, at scale
- As a senior leader, your insights, decisions, and customer signals can directly inform Kyriba’s Customer Success and Product strategies, with visible and measurable impact on retention, trust, and growth
- You’ll join a collaborative, mission-driven environment where leadership is trusted, perspectives are valued, and customer success is a shared responsibility across talented, committed colleagues
- You will lead a world-class team and build a culture of excellence, innovation, and customer advocacy
- You will mentor and grow leaders, embed a customer-first mindset across the organization, and see the direct results of your work reflected in both team success and customer outcomes
- This role offers strong visibility, stretch opportunities, and the chance to tackle complex challenges—while continuing to develop your leadership capabilities and being recognized for your impact
Our take
Now more than ever, businesses require rigorous financial health checks in order to plan for a sustainable future. Kyriba’s platform provides CFOs, corporate treasurers and IT analysts with the tools to connect, protect, forecast and improve their company’s liquidity.
Kyriba's solutions support financial self-analysis, offering actionable insights surrounding a businesses liquidity and short-term health. With 24 years of experience, it offers a strong alternative to traditional bank advice for corporations seeking to improve their financial well-being.
Kyriba’s risk management, treasury management, payments and connectivity products have seen the company process $15 trillion in payments annually. It has raised considerable funding which supports it to broaden its reach and help more companies of all sizes assess and improve their liquidity.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Led by a woman
Top investors
Company
Funding (last 2 of 9 rounds)
Sep 2017
$45.2m
SERIES E
Sep 2016
$23m
SERIES D
Total funding: $152.7m
Company benefits
- Responsible Time Off - We trust and support our employees to take the time off that they need to work at their very best
- Company Matching 401K - We care about your financial future and want to help you plan for it in any way that we can
- Excellent Insurance Plans - Whether it’s medical, dental, or life insurance plans, including HSA and FSA account options, we have you covered
- Wellness Platform Incentives - From yoga to tennis, 5ks to book clubs, we have a holistic wellness program to help you stay happy and healthy, every day
- Disability Insurance - We will do everything we can to improve your care in the event of short-term or long-term disability
- Employee Assistance Programs - We have several programs to help set you up for success, both in and out of the office
- Legal Services - A highly experienced legal team is available to assist and support you in legal matters
- Pet Insurance - Pets are family. So from dogs to cats, birds to turtles, we want you to know that we’ve got your pet family covered
Company HQ
University City, San Diego, CA
Leadership
Melissa Di Donato
(CEO & Chair)Also a Small & Medium Enterprise Digital Adoption Task Force Member at the Department for Business and Trade. Previously a Member of the Advisory Board at Porsche AG, INED at JPMorgan Chase & Co and Founder at Inner Wings.
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