Director, Customer Support

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July 17

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Sprinto

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Automating Information Security Compliances & Privacy Laws for fast growing SaaS companies. Use Sprinto to obtain information security compliance, close enterprise deals faster, and pass vendor security assessments easily.

51 - 200 employees

Founded 2020

📋 Description

• Sprinto is a leading platform that automates information security compliance. • By raising the bar on information security, Sprinto ensures compliance, healthy operational practices, and the ability for businesses to grow and scale with unwavering confidence. • We are a team of 350+ employees & helping 2500+ Customers across 75+ Countries. • We are funded by top investment partners Accel, ELEVATION & Blume Ventures and have raised 31.8 Million USD in funding including our latest Series B round. • As the Director of Customer Support at Sprinto, you’ll play a pivotal role in shaping and scaling a best-in-class support organization. • You'll define the strategic direction of our global support operations, ensuring every customer interaction is fast, empathetic, and value-driven. • Your leadership will directly impact customer satisfaction, retention, and long-term product success. • This is a high-impact leadership role reporting to the Senior Director of Customer Onboarding & Support. • You’ll oversee a growing team of support engineers and managers, while building scalable processes and tools to support Sprinto’s expanding global customer base and product suite.

🎯 Requirements

• 12+ years of experience leading high-growth B2B SaaS customer support organizations, with at least 5 years in a senior leadership role. • Proven success in building and scaling global 24x7 multi-channel support operations from the ground up. • Deep familiarity with modern customer support platforms (e.g. Freshdesk, Intercom, Salesforce) and automation/AI tooling. • Strong data-driven decision-making skills with a track record of improving NPS, CSAT, and other core metrics. • Experience driving continuous improvement initiatives including contact reduction, self-service enablement, and first-response time optimization. • Excellent stakeholder management skills with a track record of influencing product/engineering teams without direct authority. • Strong technical acumen—comfortable managing technical support teams, understanding product architecture, and engaging with engineers. • A roll-up-your-sleeves attitude—comfortable being hands-on and solving complex issues in a high-growth, fast-paced startup environment.

🏖️ Benefits

• Remote First Policy • 5 Days Working With FLEXI Hours • Group Medical Insurance (Parents, Spouse, Children) • Group Accident Cover • Company Sponsored Device • Education Reimbursement Policy