Senior Director - Support Services

**Candidate Note: This position is 100% remote for candidates based in the US**

EDB is seeking a dynamic and experienced Sr. Director, Support Services, to lead our global support organization. This role requires a visionary leader and change-agent who can drive transformative initiatives to position the support organization as a key driver of customer value. The Sr. Director will oversee a high-paced, high-volume support operation, implementing cutting-edge innovations such as generative AI, automation, self-service solutions, and robust knowledge management systems.

Your impact will be: 

• Leadership & Strategy:

  • Lead and inspire a global support organization, fostering a culture of innovation, accountability, and customer-centricity.

  • Develop and execute a strategic roadmap to modernize support delivery and align it with EDB business goals.

• Innovation & Automation:

  • Spearhead the adoption of generative AI and automation technologies to streamline operations and improve efficiency.

  • Build and scale self-service platforms and an AI-driven knowledge library to empower customers and reduce resolution times.

• Support Platform Expertise:

  • Drive optimization and utilization of EDB’s core customer support platform 

  • Ensure the organization leverages best practices in CRM, case management, and analytics for operational excellence.

• Operational Excellence:

  • Oversee the delivery of support services at scale, ensuring quality, consistency, and adherence to SLAs in a high-volume environment.

  • Develop metrics and KPIs to measure success, drive continuous improvement, and report performance to senior leadership.

• Customer Experience:

  • Transform support into a value creation organization by delivering exceptional experiences that enhance customer loyalty and satisfaction.

  • Collaborate cross-functionally to align support initiatives with product, engineering, and customer success strategies.

What you’ll bring: 

• 10+ years of leadership experience in global support or service delivery, with at least 5 years at the Director level.

• Hands-on experience with support platforms, including managing contact center technology and customer interaction solutions.

• Proven track record of managing high-volume, high-paced support environments in a technology or SaaS company.

• Deep understanding of support platform capabilities; hands-on experience driving optimization.

• Expertise in AI and automation technologies, with a focus on practical, scalable solutions.

• Strong change management capabilities to lead transformative initiatives across a global organization.

• Exceptional communication and stakeholder management skills, with the ability to influence at all levels.