Director of Customer Support - North America

Job Description

Job Description

The Company

Glassbox's mission is to empower enterprises to shape trusted, frictionless digital experiences.

Glassbox is a leading force in shaping digital experiences. It helps organizations uncover digital issues, boost conversion rates, enhance accessibility, prevent fraud, and more. Leveraging AI-driven customer intelligence, Glassbox enables enterprises to deliver secure, proactive, and preventative digital experiences. Its solutions are trusted by highly regulated organizations, including SoFi, Cal, and many others. We are growing and have been recognized by G2 as one of 2024's Top 50 Software Companies in the world.

The Director of Customer Support in North America will serve as a pivotal executive leader overseeing the US Support ecosystem, which comprises our US Tier 1 Customer Support Engineers (high-volume, scaled tier) and our Dedicated Customer Support Engineers (high-touch technical experts assigned to our most strategic global accounts).

In this role, you will balance operational efficiency, technical excellence, and customer satisfaction while driving organizational transformation. You will not only manage regional operations but also serve as a key strategic partner in shaping our global support experience. You will lead initiatives that align with long-term company growth, including leveraging AI capabilities throughout the support delivery experience. You will leverage automation and intelligent workflows to optimize efficiency while preserving the high-touch, white-glove service required for large strategic accounts.

• Strategic Experience Design: Partner closely with the VP of Customer Support to design, execute, and scale the overarching vision for the global support organization.
• Dual-Track Operational Excellence: Standardize and optimize two distinct customer journeys: the high-volume, automation-driven Tier 1 support and the high-touch, strategic account support model.
• AI-Driven Transformation: Lead the design and implementation of AI-enabled workflows across both the frontline and dedicated support tiers. Own the roadmap for optimizing cost-to-serve through automation while maintaining service quality for strategic accounts.
• Fiscal & Operational Scale: Partner with the VP of Customer Support on US support resource planning, and tooling investments. Drive cost-to-serve efficiencies through AI adoption, modern workflows, and predictive staffing models.
• Global Standardization: Work across regional boundaries to ensure the US operation seamlessly integrates with, and elevates, global support standards, KPIs, and cultural values.

• International Hubs Alignment: Collaborate across our international offices in the UK and Israel to deeply embed the support organization with R&D, CloudDevOps, Cloud and Product Management.
• Enterprise Voice of the Customer: Synthesize technical trends, product regressions, and frontline data into actionable insights for product roadmaps, serving as a key stakeholder in product health conversations.
• Cross-Border Incident Leadership: Refine and oversee global severity-1 incident management frameworks, ensuring flawless communication between international engineering teams and US customer-facing orgs.

• Executive Presence: Act as a leadership escalation point for critical enterprise outages, directly managing communications with C-suite stakeholders at our largest client accounts.
• Leadership Pipeline: Manage, mentor, and build a robust leadership pipeline of Support Technical Leaders and Managers , fostering a culture of extreme ownership and technical mastery.

• Leadership: 8+ years of progressive leadership experience managing multi-tiered technical support, TAM, or engineering organizations within a B2B Enterprise SaaS environment.
• Manager of Managers: Proven track record of successfully leading, coaching, and developing People Managers, with an emphasis on building high-performing organizational structures.
• Macro-Scale Operational Experience: Experience overseeing both transactional frontline queues (SLA/efficiency-driven) and dedicated enterprise support programs (retention/relationship -driven).
• AI Implementation Track Record: Demonstrated experience deploying AI and automation tools within a technical support organization with measurable outcomes such as deflection rate improvement, reduction in time to resolution, or cost-per-ticket reduction.
• Technical Literacy: Deep technical foundation in web/mobile architectures, APIs, cloud infrastructure, and information security. Capable of discussing architecture with CTOs
• Business Value Mindset: Understanding business case and ROI concepts. Capable of discussing functional tradeoffs with the customer value owner / sponsor.
• Change Management Mastery: Demonstrated success leading organizations through periods of structural changes, or digital transformations.
• Global Mobility: Ability and willingness to travel internationally at least annually to our international hubs.

• Global Scope: Prior experience working within a global matrixed organization or managing cross-border initiatives.
• Data-Driven Experience: Mastery of using advanced data analytics and BI tools to forecast organizational needs, justify headcount, and present operational health to executive leadership.
• Program Architecture: Experience designing and optimizing a Premier/Dedicated Support program .

Our Commitment

At Glassbox, we value curiosity, ownership, and a constant drive to learn and improve, no matter the gender, age, nationality, religion, or background. We believe diverse perspectives make us better, and that potential matters just as much as experience, and encourage people of all shapes and sizes to apply.
If this role excites you and you're motivated to make an impact - we'd love to hear from you, even if you don't meet every listed qualification.