Regional Director, Customer Support

Job not on LinkedIn

🔥 3 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Keyfactor

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

🚘 Automotive

🏥 Healthcare

🔐 Security

Automotive • Healthcare • Security

Keyfactor is a leader in providing Public Key Infrastructure (PKI) and cryptographic services, with a strong focus on identity-first security. The company offers a range of products and services designed to manage digital certificates and cryptographic keys for enterprises and IoT devices, enhancing security and trust in an increasingly connected world. Their offerings include PKI as a service, certificate lifecycle automation, fast and secure code signing, and IoT identity management. Keyfactor's solutions also address industry-specific challenges in automotive, medical, telecom, and industrial IoT sectors. Emphasizing modern PKI practices, Keyfactor helps organizations automate and scale their security infrastructure while preparing for emerging threats, including post-quantum cryptography.

📋 Description

• Lead a regional or large multi-team support organization. • Ensure delivery of consistent, high-quality customer support aligned with SLAs, KPIs, and customer expectations. • Drive proactive customer communication, issue resolution, and escalation management. • Handle high-severity and executive-level customer escalations. • Own regional performance across KPIs, SLAs, and customer outcomes. • Prioritize and resolve high-impact and high-priority customer issues. • Drive consistency through reporting, dashboards, and operational governance. • Identify product failure areas and partner with Product and Engineering on improvements. • Analyze support trends and recurring issues to inform continuous improvement and reduce future escalations. • Drive structured problem management and implement long-term root-cause solutions. • Oversee critical incidents and escalations, ensuring alignment, prioritization, and timely resolution. • Maintain proactive stakeholder communication during high-impact incidents. • Partner with senior leadership, Engineering, and Product to align regional execution with global strategy. • Recommend and implement tools, infrastructure improvements, and operational efficiencies, including AI. • Establish reporting, review, and alignment cadences to drive accountability and performance. • Promote cross-team collaboration and sharing of insights, best practices, and lessons learned.

🎯 Requirements

• Bachelor's degree or equivalent experience. • 10+ years of related work experience. • Expert technical knowledge within their functional area(s). • Typically 5+ years management experience. • Experience leading large, multi-team support organizations, including managers and senior managers. • Proven experience owning regional performance, including KPIs, SLAs, and operational outcomes. • Experience driving cross-functional initiatives and operational improvements. • Strong leadership, organizational management, and decision-making skills. • Strong communication skills, including ability to engage executive stakeholders and customers. • Ability to analyze performance data and drive improvements. • Ability to manage performance at scale across multiple teams. • Ability to align teams, remove blockers, and drive accountability. • Ability to influence cross-functional stakeholders and drive outcomes. • Deep understanding of support operations, KPIs, SLAs, and performance management. • Strong knowledge of product environments, customer use cases, and industry practices. • Applicants must be legally authorized to work in the United States.

🏖️ Benefits

• Second Fridays (a company-wide day off on the second Friday of every month minus November and December due to the Holiday schedule). Please note that this benefit is subject to change. • Comprehensive benefit coverage globally. • Paid Parental Leave is available to new parents. Structure varies based on regional/government requirements. In regions where government-paid leave doesn’t exist, like in the U.S., the company offers generous paid parental leave, along with comprehensive adoption and fertility support. • Competitive time off globally. • Dedicated employee-focused ambassadors via Key Contributors & Culture Committees. • DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology. • The Keyfactor Alliance Program to support DEIB efforts. • Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays. • Global Volunteer Day, company non-profit matching, and 3 volunteer days off. • Monthly Talent development and Cross Functional meetings to support professional development. • Regular All Hands meetings – followed by group gatherings. • Opportunities to grow personally and professionally. • Entrepreneurial environment balancing autonomy and structure.