Product Operations team member at Outreach supporting execution of core business and strategic initiatives. Coordinating cross - functional projects to ensure alignment and operational excellence.
SE
Hybrid Senior Director, Global Customer Support – Customer Success & Support Division
Posted yesterday
About the role
- Senior Director managing global customer support teams for Semrush, a digital marketing SaaS platform. Responsible for service delivery, operational efficiency, and cross-functional collaboration.
Responsibilities
- Lead global support teams to deliver best-in-class service aligned with SLAs, time-to-resolution, and customer satisfaction metrics (CSAT, NPS).
- Manage to volume, capacity, and forecasted demand across customer segments to ensure staffing and resourcing alignment.
- Oversee escalation management processes, ensuring timely and effective resolution of complex customer issues.
- Drive continuous improvement initiatives to enhance response times, productivity, and customer self-service adoption.
- Develop annual and quarterly operating plans that align resources to business priorities and volume forecasts.
- Partner with Finance to ensure expense discipline, accurate forecasting, and ROI on support investments.
- Build and mentor a high-performing leadership team across regions and customer segments.
Requirements
- Strategic Agility: Anticipates future trends, aligns support strategy to business growth, and scales efficiently.
- Financial & Analytical Acumen: Strong command of P&L management, forecasting, and data-driven decision-making.
- Operational Rigor: Expert in workforce planning, process optimization, and performance management.
- Cross-Functional Influence: Builds trusted partnerships with Product, Sales, Marketing, and IT to drive aligned outcomes.
- Customer Advocacy: Balances customer satisfaction with sustainable business practices.
- Change Leadership: Effectively leads teams through transformation, automation, and process modernization.
- Executive Communication: Skilled at distilling complex data into insights for executive stakeholders.
Benefits
- Flexible working hours
- Unlimited PTO
- Flexi Benefit for your hobby
- Employee Support Program
- Loss of family member financial aid
- Employee Resource Groups
- Meals, snacks, and drinks at the office
- Corporate events
- Teambuilding
- Training, courses, conferences
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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