Senior Director, Product Support

Summary

Join QuartzBio as a Senior Director, Product Support and lead a team of support professionals. You will create and manage a global support strategy, ensuring service level agreements are met. This role requires strong leadership skills to motivate and manage the team, setting goals and objectives, and fostering cross-department collaboration. You will serve as a senior point of contact for key accounts and lead critical incident management. The ideal candidate will have extensive experience in product and technical support, team management, and customer-facing roles. This position offers a competitive salary and benefits package.

Requirements

• Bachelor's degree required; advanced degree or relevant certifications (e.g., ITIL) preferred
• A minimum 18+ years of product and technical support experience, with 5+ in senior leadership role
• Minimum of 10 years of experience managing teams
• Over 10 years of experience in customer-facing roles and leading projects. Demonstrated success building and leading global support teams
• Ability to plan and action support strategies to meet customer needs and solve business challenges
• Exceptional communicator with experience engaging senior customer stakeholders and internal executives
• Deep understanding of support metrics. Skill in defining and collecting metrics to gauge project progression
• Experience with support tools (e.g., Freshdesk, Zendesk, Salesforce)
• Strong presence in customer meetings, especially during escalations or post-incident reviews
• Strong ability to develop a clear point of view supported by data and analysis and is able to sell ideas to others. Flexible work hours to manage global team and high-severity escalations during off-hours
• Follow Company's Principles and code of ethics on a day-to-day basis
• Provide a clear and compelling vision for the organization and be able to communicate effectively with their teams and stakeholders
• Think strategically and develop plans and initiatives to achieve the organization's goals, while aligning them with the company's overall strategy
• Ability to attract, develop, and retain top talent across multiple teams or functions, creating a culture of learning and growth, identifying skills gaps and providing development opportunities
• Lead change initiatives effectively, managing the impact of change on teams and individuals, and engaging stakeholders in the process
• Communicate effectively with their teams, stakeholders, and other leaders in the organization, providing clear direction, feedback, and performance expectations
• Possess high levels of emotional intelligence, including self-awareness, self-regulation, empathy, and social skills, to be effective leaders
• Build and maintain strong relationships with their teams, stakeholders, and other leaders in the organization, fostering collaboration, innovation, and teamwork
• Possess a strong executive presence, projecting confidence, credibility, and authority, and inspiring confidence in their teams and stakeholders
• Make complex decisions that support the goals of the organization, taking into account the perspectives of all stakeholders and balancing competing priorities
• Results-oriented, setting high standards for themselves and their teams, and holding individuals and teams accountable for achieving their goals. They should also be able to monitor progress and adjust strategies as needed to ensure success
• Recognize and reward the contributions of their team members, creating a positive and supportive culture that values and celebrates success
• Navigate cultural differences and work effectively with team members from diverse backgrounds, promoting inclusion and diversity within their team
• Collaborate effectively with other leaders in the organization, working together to achieve shared goals and drive business success

Responsibilities

• Create and manage global and scalable support strategy for our products, services, and across multiple customer segments
• Lead, mentor, and grow a high-performing support team, including managers and Level 1 to 3 support specialists
• Establish and monitor key support metrics (e.g., CSAT, response time, agent utilization rate, SLA compliance rate, etc.)
• Serve as a senior point of contact for key accounts and serve as escalation lead for high-severity incidents and outages, ensuring high satisfaction and proactive communication
• Engage directly with enterprise customers to understand their support needs, gather feedback, and advocate for improvements
• Lead critical incident management, response and communications, coordinating with Product, Engineering, and Customer Success
• Drive improvements in process, ticketing systems, workflows, and knowledge base management to increase efficiency and quality of support
• Collaborate closely with product and engineering teams on issue escalation, feature feedback, and release readiness
• Serve as the voice of the customer, bringing support insights into product and customer success planning
• Oversee support tooling (e.g., Freshdesk, Zendesk, Salesforce) and knowledge base management
• Lead efforts to integrate company values into departmental strategies and operations

Preferred Qualifications

• Experience with enterprise SaaS and managing technical or API-related support
• Proven executive leadership and strategic impact
• Excellent problem-solving and analytical skills
• Strong written and verbal communication skills
• Thorough working knowledge of company process improvement and leadership

Benefits

This role is also eligible for a discretionary annual bonus, health insurance, retirement savings benefits, life insurance and disability benefits, parental leave, and paid time off for sick leave and vacation, among other benefits