Title: Regional Director, Customer Support
Location: United States; Remote
Experience: Director Level
Job Function: Support
Employment Type: Full-Time
Industry: Computer & Network Security
About the positionThe Regional Director of Support is responsible for leading a regional or large multi-team support organization, ensuring delivery of high-quality customer support while driving operational performance, strategic alignment, and continuous improvement. This role combines strong technical and customer expertise with leadership accountability for KPIs, financial performance, and cross-functional alignment.
Responsibilities- Ensure regional teams deliver consistent, high-quality customer support, aligned with SLAs, KPIs, and customer expectations
- Ensure teams are proactive in customer communication, issue resolution, and escalation management
- Handle high-severity and executive-level customer escalations, ensuring strong communication and resolution outcomes
- Own regional performance across KPIs, SLAs, and customer outcomes, ensuring accountability across teams
- Ensure effective prioritization and resolution of high-impact and high-priority customer issues
- Drive consistency through reporting, dashboards, and operational governance
- Identify key product failure areas and partner with Product and Engineering to drive improvements
- Analyze support trends and recurring issues to inform continuous improvement and reduce future escalations
- Drive structured problem management practices, ensuring root causes are identified and long-term solutions are implemented
- Oversee resolution of critical incidents and escalations, ensuring alignment, prioritization, and timely resolution
- Ensure proactive communication with stakeholders during high-impact incidents
- Maintain consistency and effectiveness in escalation management practices across the region
- Partner with senior leadership, Engineering, and Product to align regional execution with global strategy
- Ensure regional teams collectively deliver against KPIs, SLAs, and customer expectations
- Work with executive leadership to recommend and implement tools, infrastructure improvements, and operational efficiencies (including AI)
- Establish consistent cadences (reporting, reviews, alignment meetings) to drive accountability and performance
- Promote cross-team collaboration, sharing insights, best practices, and lessons learned
Skills and Qualifications- Bachelor's degree or equivalent experience
- 10+ years of related work experience, expert technical knowledge within their functional area(s), and typically 5+ years management experience.
- Experience leading large, multi-team support organizations, including managers and senior managers
- Proven experience owning regional performance, including KPIs, SLAs, and operational outcomes
- Experience driving cross-functional initiatives and operational improvements
- Strong leadership, organizational management, and decision-making skills
- Strong communication skills, including ability to engage executive stakeholders and customers
- Ability to analyze performance data and drive improvements
- Ability to manage performance at scale across multiple teams
- Ability to align teams, remove blockers, and drive accountability
- Ability to influence cross-functional stakeholders and drive outcomes
- Deep understanding of support operations, KPIs, SLAs, and performance management
- Strong knowledge of product environments, customer use cases, and industry practices
Compensation Salary will be commensurate with experience.
Culture, Career Opportunities and Benefits We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas.
Here are just some of the initiatives that make our culture special:
- Second Fridays (a company-wide day off on the second Friday of every month minus November and December due to the Holiday schedule). Please note that this benefit is subject to change.
- Comprehensive benefit coverage globally.
- Paid Parental Leave is available to new parents. Structure varies based on regional/government requirements. In regions where government-paid leave doesn't exist, like in the U.S., the company offers generous paid parental leave, along with comprehensive adoption and fertility support.
- Competitive time off globally.
- Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
- DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
- The Keyfactor Alliance Program to support DEIB efforts.
- Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
- Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
- Monthly Talent development and Cross Functional meetings to support professional development.
- Regular All Hands meetings - followed by group gatherings.
