Senior Manager Associate Director – Customer Support

We are looking for a senior Customer Support leader to manage global multi-product L1L3 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 L1L3 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

Required Experience:

Director