Senior Director, Customer Support

Job not on LinkedIn

October 22

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $150k - $200k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

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ProcessUnity

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Compliance • Cybersecurity • Enterprise

ProcessUnity is a leading provider of third-party risk management and cybersecurity risk management solutions. The company's platform offers comprehensive tools for automating third-party risk lifecycles, from onboarding and due diligence to ongoing monitoring and performance management. ProcessUnity is particularly known for its configurability and enterprise integrations, enabling organizations to unify their risk data and collaborate more effectively. With a strong emphasis on compliance, ProcessUnity also provides solutions for regulatory compliance, anti-bribery, and cybersecurity governance. The Global Risk Exchange, formerly known as CyberGRX, is part of ProcessUnity's offerings, providing access to a vast library of third-party risk assessments. ProcessUnity's platform is recognized as a leader in the Forrester Wave for Third-Party Risk Management Platforms.

51 - 200 employees

📋 Compliance

🔒 Cybersecurity

🏢 Enterprise

💰 Private Equity Round on 2021-09

📋 Description

• Develop and execute a comprehensive support strategy aligned with company growth goals • Serve as the executive “voice of the customer” and turn insights into action • Lead, mentor, and grow a distributed support team across phone, email, chat, and social channels • Build a culture of accountability, innovation, and customer-first thinking • Define SLAs and track KPIs (CSAT, first response time, resolution rate, cost per contact, etc.) • Handle global escalations and lead crisis response efforts when needed • Partner with Product, Engineering, Sales, and Customer Success to deliver seamless experiences • Streamline workflows and implement automation/self-service solutions (AI, chatbots, knowledge bases, etc.) • Own department budget, forecast staffing, and optimize spend without compromising quality

🎯 Requirements

• 10+ years leading customer support teams (50+ people) in B2B SaaS or tech companies • 5+ years in a Director or Senior Director role • Demonstrated ability to drive measurable improvements in support KPIs • Expertise with CRM/helpdesk platforms, chat tools, and reporting dashboards • Experience with budget ownership, forecasting, and executive-level reporting • Excellent communicator with strong executive presence • MBA or advanced degree preferred • GRC, security, or risk management industry experience preferred • Lean/Six Sigma process improvement certifications preferred • Proven success with AI/chatbots for enhanced customer experience, cost saving, and/or case deflection preferred

🏖️ Benefits

• Competitive salary • Health insurance • Flexible work arrangements • Professional development opportunities • Paid time off