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, fostering a collaborative culture focused on customer satisfaction and continuous improvement. Define and monitor KPIs, build scalable support processes, and manage incident resolution. Transform the support department into a proactive, client-centric organization, partnering with other teams to influence the product roadmap. This role requires 5+ years of experience leading global support teams in SaaS or enterprise software environments and expertise in building and transforming support functions. You will be immersed in our brand with training, connections, and one-on-one time with your manager.

Requirements

• 5+ years of experience leading global support teams in SaaS or enterprise software environments
• 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 enterprise customers, both on-premise and multi-tenant SaaS environments
• Strong understanding of incident management, RCA 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

Responsibilities

• Lead and develop a globally distributed support team across multiple time zones (US, Brazil, Portugal, Hong Kong, and Australia)
• 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