Director, Customer Support

Summary

Join Sprinto as the Director of Customer Support and lead the development of a world-class support organization. You will define the strategic direction of global support operations, ensuring every customer interaction is fast, empathetic, and value-driven. This high-impact leadership role reports to the Senior Director of Customer Onboarding & Support and involves overseeing a growing team, building scalable processes, and supporting Sprinto’s expanding customer base. You will champion a customer-obsessed culture, analyze support interactions to improve product usability, and partner with other teams to drive continuous improvement. The role also includes team building, people leadership, and setting key performance indicators. This position requires significant experience in leading high-growth B2B SaaS customer support organizations.

Requirements

• 12+ years of experience leading high-growth B2B SaaS customer support organizations, with at least 5 years in a senior leadership role
• Proven success in building and scaling global 24x7 multi-channel support operations from the ground up
• Deep familiarity with modern customer support platforms (e.g. Freshdesk, Intercom, Salesforce) and automation/AI tooling
• Strong data-driven decision-making skills with a track record of improving NPS, CSAT, and other core metrics
• Experience driving continuous improvement initiatives including contact reduction, self-service enablement, and first-response time optimization
• Excellent stakeholder management skills with a track record of influencing product/engineering teams without direct authority
• Strong technical acumen—comfortable managing technical support teams, understanding product architecture, and engaging with engineers
• A roll-up-your-sleeves attitude—comfortable being hands-on and solving complex issues in a high-growth, fast-paced startup environment

Responsibilities

• Define and own the long-term vision, mission, and roadmap for building a world class Customer Support team
• Develop and implement a scalable, resilient 24x7 global support strategy across multiple channels (chat, email, in-app)
• Identify, plan, and lead key programs such as inbound contact reduction, NPS uplift, and SLA optimization
• Champion a customer-obsessed culture across the organization—be the voice of the customer in cross-functional forums
• Analyze trends in support interactions to proactively address pain points and improve product usability and customer happiness
• Partner with product and engineering teams to drive continuous improvement, influence roadmaps, and prioritize fixes based on support data
• Leverage automation, AI, and self-service to enhance speed, quality, and scalability of support
• Represent Customer Support in leadership meetings and cross-functional initiatives
• Build strong working relationships with Product, Engineering, Success, and Ops to align support efforts with company goals
• Collaborate on tooling requirements, process design, and automation projects to improve team productivity and customer outcomes
• Own the hiring, onboarding, enablement, and staffing strategy for support teams
• Build a high-performing, engaged support organization through coaching, feedback, and career development
• Manage and mentor support team leads and individual contributors, with a focus on growth, empowerment, and accountability
• Set and monitor key performance indicators (CSAT, SLA, backlog, quality scores) and ensure alignment with broader company objectives

Benefits

• Remote First Policy
• 5 Days Working With FLEXI Hours
• Group Medical Insurance (Parents, Spouse, Children)
• Group Accident Cover
• Company Sponsored Device
• Education Reimbursement Policy