Senior Director, Global Support (Remote)

Who We Are

Having surpassed $250M ARR and continuing to grow, AuditBoard is the leading audit, risk, ESG, and InfoSec platform on the market. More than 50% of the Fortune 500, including 7 of the Fortune 10, leverage our award-winning technology to move their businesses forward with greater clarity and agility. And our customers love us: AuditBoard is top-rated on G2.com and Gartner Peer Insights.

At AuditBoard we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved audit, risk, ESG, and InfoSec platform by our customers. This is how we have become one of the 500 fastest-growing tech companies in North America for the sixth year in a row as ranked by Deloitte!

Why This Role is Exciting

You’ll be leading the transition from a North American technical support operation to a global services organization, and be responsible for the evolution of the team, tools, tech, service offerings & overall best practices.  You’ll wrap your arms around our incredibly loyal customer base and continue to strategically drive value for them.

Key Responsibilities 

• LEADERSHIP

  • Grow/Evolve/Lead the build out of global Customer Support service delivery, providing both strategic and tactical management of team projects, staffing & expansion.

  • Create and execute project work streams that support the team, capacity growth, efficiencies, and process evolution.  Be adaptable and nimble to meet changing needs and requirements as they may arise.

  • Implement strategic plans with other business leaders to maintain strong relationships and alignment to expansion; including implementation, the sales team, client engagement managers and Product, Engineering and Design in support of a rapidly-growing SaaS businesses.

  • Utilize appropriate data acquired from support tools - eg; Zendesk, Forethought, Assembled

  • Summarize status of operation, evolution & KPIs back to the business on a regular cadence.

  • Operate cross-functionally, specifically informing product innovation teams with summarized insights from customers. 

  • Work with DevOPS leaders to ensure growth and platform reliability requirements are met.

  • Drive operational rigor within the organization, while finding areas to streamline and optimize by taking the time to understand the “how”

  • Manage the global support applications tech stack and service enablement programs, including support portals, workforce management systems, diagnostic tools, support analytics and case quality.

  • Be a critical stakeholder in forecasting and budgeting for global technical support teams, systems, tools, & vendors…and track their actual performance against budget.

  • Lead a culture of continuous improvement and innovation as it relates to methods, tools, and best practices to support the rapid scalability of the global TS operation.

  PEOPLE

  • Inspire the hearts and minds of our growing support team to aid development of their skill set, competency & careers.

  • Directly supervise and develop the global support leadership team, ensuring employee performance reviews, evaluations and career development discussions are conducted admirably and fairly.

  • Grow and mature the Global Support team with a culture of driving value for customers, measured through objective volume and performance data as well as NPS and CSAT scores.

  • With transparency and intellectual honesty, foster our culture of diversity, inclusion and belonging (DIBs) that helps people bring their whole selves to work.

  CUSTOMERS

  • Communicate effectively with customers to identify needs and evaluate alternative business solutions, continually seeking opportunities to increase customer satisfaction and drive value for them.

  • Be available for and resolve customer escalations quickly and ensure any key learnings feedback through the organization.

  • Drive results in alignment with business objectives; lead/facilitate internal meetings as well as customer meetings.

Attributes for a Successful Candidate (Please list 5-6 must-have qualifications here)

• A minimum of 10 years of experience demonstrating management and leadership experience, preferably in a leadership role of professional services environment; Strong operational management, project management, consulting, technology and process improvement skills

• Previous experience Supporting a product that has an Agile and Continual model

• Previous experience working with third party partners

• BS in a related field or equivalent experience

Our Company Values

• Customer Obsession: Apply relentless focus on listening to and understanding customers as the core of everything we do

• Win, Together: Drive to be the best while supporting each other’s success

• Gritty Resilience: Thrive in a fast-paced and dynamic environment, balancing immediate priorities with big-picture strategic goals

• Personal Improvement: Stay eager to share insights, seek feedback, and continuously learn

• Constant Innovation: Challenge the status quo and drive improvements
  

Perks*

• Launch a career at one of the fastest-growing SaaS companies in North America!

• Live your best life (LYBL)! $200/mo for anything that enhances your life

• Remote and hybrid work options, plus lunch in the Cerritos office

• Comprehensive employee health coverage (all locations)

• 401K with match (US) or pension with match (UK)

• Competitive compensation & bonus program

• Flexible Vacation (US exempt & CA) or 25 days (UK)

• Time off for your birthday & volunteering

• Employee resource groups

• Opportunities for team and company-wide get-togethers!

*perks may vary based on eligibility/location

Please note that background checks are required. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. This role may have access to highly sensitive data, including employee data, customer data, company financials, and proprietary product information.

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