Director of Customer Support

Summary

Join Feedzai's rapidly growing Customer Success team as the Director of Customer Support. Lead and develop a globally distributed support team, transforming operations from reactive to proactive and customer-centric. Define and monitor KPIs, build scalable support processes, and manage incident resolution. Partner with other teams to influence the product roadmap and build a robust knowledge base. This role requires 10+ years of experience leading global support teams in SaaS or enterprise software, expertise in building and transforming support functions, and strong understanding of incident management. The ideal candidate will have exceptional relationship-building skills and a data-driven mindset.

Requirements

• 10+ years of experience leading global support teams in SaaS or enterprise software environments
• 2+ years of experience supporting external partners (e.g., system integrators) and working with BPOs (Business Process Outsourcing) for increased service capacity
• Expertise in building and transforming support functions to scale with business growth, focusing on client experience, self-serviceability, and operational efficiency
• Proven track record of supporting large enterprise customers, both on-premise and multi-tenant SaaS environments
• Strong understanding of incident management processes and continuous improvement methodologies
• Exceptional relationship-building skills, with the ability to collaborate effectively across departments
• Data-driven mindset with the ability to analyze metrics, identify patterns, and influence the product roadmap
• Familiarity with support tools such as ZenDesk or ServiceNow, with a focus on identifying and implementing the best-fit solutions
• Familiarity with AI-based agent assist and conversational review tools

Responsibilities

• Lead and develop a globally distributed support team across multiple time zones (US, Brazil, Portugal, Hong Kong, and Australia), composed of both full-time and outsourced employees
• Foster a collaborative and inclusive team culture that prioritizes customer satisfaction and continuous improvement
• Define and monitor key performance indicators (KPIs) aligned with business outcomes to measure and enhance team performance
• Build scalable support processes and optimize the team’s structure to ensure 24/7/365 coverage for enterprise clients in the financial sector
• Manage incident escalation, resolution, and post-mortem processes, ensuring accountability and clear communication with clients
• Transform the support department into a proactive, client-centric organization focused on self-service and knowledge-sharing
• Partner with Product, Revenue, and other teams to influence the product roadmap, align on client needs, and drive cross-functional initiatives
• Build a robust knowledge base and self-service tools to empower clients and reduce ticket volumes
• Stay ahead of emerging industry trends and tools, implementing new technologies and best practices to enhance support efficiency and quality
• Create strategies to optimize alerting systems, SLA terms, and incident management workflows
• Advocate for automation and data-driven decision-making to scale support operations without increasing headcount