Pay Rate Low: 175000 | Pay Rate High: 225000
Director of Customer Support - North AmericaLocation: Durham, NC (Hybrid, 2-3 days onsite)
Compensation: $175,000-$225,000 base salary + 20% annual bonus
Note: does not include equity or stock options.
About the Role We are seeking a transformative, long-term leader to serve as the Senior Director of Customer Support. This is a critical leadership position responsible for merging two customer support organizations following a recent acquisition and redefining how support operates across the region.
Key Responsibilities - Lead the transformation of the North American support organization from reactive firefighting to a proactive, predictive support model.
- Reduce support demand through root-cause analysis, process improvements, and continuous team upskilling.
- Manage, mentor, and develop a high-performing team of 90-110 professionals, including 5-10 direct reports.
- Build a culture of accountability, excellence, and career progression across the organization.
- Collaborate effectively within a global, matrixed environment, influencing product, engineering, and account management teams to resolve systemic client issues.
Role Requirements - Bachelors Degree required
- 7+ years of progressive leadership experience preferably within life science industry or a software company.
- 10 years of experience navigating complex matrix environments and at least 7 years working within highly structured, multi-layered organizational charts.
- Direct leadership experience managing direct reports and an organization 80+ indirect reports supporting clients.
***This job description is a complete list of all desired skills but not all are required. We strongly encourage candidates who have some of the skills to apply. We look forward to a conversation to learn more about you!***
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